Support Center - Irving
The Director – Customer & Data Science is a strategic and impactful role in the Michaels organization. This person will serve as a key customer advocate at the leadership table, monitoring the customer health of the business, using data to illuminate growth opportunities, and partnering across functions to put the customer and data at the center of everything Michaels does. This role requires a visionary leader who can leverage data to drive customer-centric business strategies, enhance decision-making, and deliver impactful insights across the organization, while also leveraging data science and automation to power an increasingly personalized customer experience. The ideal candidate will have a balance of deep technical understanding across data science, analytics and AI and an ability to formulate clear, strategic recommendations to compel action across stakeholders, including the executive leadership team.
Major Activities
Strategic Leadership
- Develop and implement the Customer vision and strategy to help Michaels achieve its long- and short-term business objectives, spanning both the Michaels and MakerPlace brands.
- Identify growth opportunities for Michaels, leveraging customer segmentation and analytics.
- Collaborate with senior leadership to identify and prioritize strategic analytics initiatives that enhance customer understanding and drive long-term value.
- Foster a culture of customer-centric and data-driven decision-making within the organization.
Customer Analytics
- Lead the development and execution of customer data science and analytics strategies to improve customer acquisition, retention, and lifetime value.
- Analyze customer behavior, preferences, and trends to inform product development, marketing strategies, and personalized customer experiences.
- Design and implement customer segmentation, targeting, and personalization models.
Data Strategy and Governance
- Oversee the development and execution of data governance policies and practices.
- Ensure data integrity, accuracy, and security across all data science and analytics initiatives.
- Establish and maintain a robust data infrastructure that supports advanced analytics and business intelligence, including accountability for Michaels’ CDP.
Team Leadership and Development
- Lead and mentor a team of data scientists, analysts, and BI professionals.
- Drive talent acquisition, development, and retention within the analytics team.
- Promote continuous learning and professional development opportunities for team members.
Advanced Analytics and Insights
- Guide the development of advanced analytics models to solve complex business problems.
- Translate analytical insights into actionable recommendations for various business units, focusing on enhancing customer experiences and outcomes.
- Monitor and report on key performance indicators (KPIs) to measure the impact of analytics initiatives.
Collaboration and Communication
- Work closely with cross-functional teams, including marketing, product, and sales, to integrate customer analytics into business processes.
- Present analytical findings and strategic recommendations to executive leadership and stakeholders.
- Serve as a key advisor on analytics and data strategy matters to the senior leadership team.
Innovation and Technology
- Stay abreast of emerging trends and technologies in customer analytics and data science.
- Implement cutting-edge tools and methodologies to enhance analytics capabilities.
- Drive innovation in analytics practices to maintain a competitive edge.
Other duties as assigned
Minimum Education
- Master’s degree in data science, Statistics, Business Administration, or a related field.
Minimum Special Certifications or Technical Skills
- Strong understanding of advanced analytics, customer behavior modeling, and data visualization techniques.
- Excellent leadership, communication, and interpersonal skills.
- Ability to translate complex data into actionable business insights and frameworks.
- Experience with data governance, data management, CDP, and data infrastructure.
- Proficiency in analytics tools and technologies (e.g., SQL, Python, R, Tableau, etc.).
Minimum Type of Experience the Job Requires
- 10+ years of experience in data science, customer analytics, business intelligence, or a related field, ideally within a retail organization.
- Proven experience in a senior analytics leadership role with a focus on strategy and customer analytics.
- Demonstrated ability to derive impactful insights and recommendations from data and leverage customer analytics to inform business strategy at senior levels of the organization.
Other
- Ability to synthesize complex data quickly and derive and share insights and recommendations.
- Ability to interface effectively with senior leadership and team members at all levels of the organization.
- Demonstrate strong financial acumen.
- Demonstrate agile decision-making and ability to flex in a changing retail environment.
Preferred Special Certifications or Technical Skills
- Retail Analytics, CDP and AI experience.
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.
Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.
Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).
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