Ecommerce Operations/ CS Data Analyst

PVH Corp

Multiple Locations

0 year(s)

Job Description
The Team

The Ecommerce (Ecom) Team is responsible for managing the European own and operated and sites across all European markets. The team operates all necessary functions to manage the Ecom business end-to-end. Both brands are growing in a fast pace and have very ambitious growth targets for the coming years. The team consists of approx. 80+ people and will grow significantly until the end of the year. Furthermore, team members are of various cultural backgrounds and nationalities, all highly motived and skilled as well as inspiring to work with.

As the own and operated Ecom business is one of the main growth opportunities for both brands, there is a high focus in the organization to support the Ecom growth. One of the key pillars is to drive a more data decision driven culture within the team. Thus, we want to scale up our analytical capabilities. In addition, there are lots of projects running covering the entire Ecom value chain which will improve e.g. operational processes, bring innovations and new features, investigate new market and business model opportunities.

Customer feedback is the most important driver for process improvements in a customer centric environment. Therefore, we are looking for an Analyst who will create, manage and promote a Data Driven Feedback Loop within the Ecom team for both brands reporting to the Head of Operations and Customer Services of the Tommy Hilfiger and Calvin Klein Ecom business.

The Position

Collect Data and Customer Feedback

Build a framework to measure, collect and combine the different types of operational and customer feedback data entering the ecommerce business. (InMoment, Customer Service, Logistics and Payment data) Investigate new approaches and feedback technologies that will enable us to deliver an even better feedback experience.

Categorize + Analyze feedback

Categorize and analyze data both quantitatively and qualitatively, to identify opportunities to elevate the customer experience and ways to improve productivity levels and reduce the need for contact through root cause resolution or providing customers better self-service.

Document + Report.

Create daily and weekly reporting to ensure all agreed internal and external SLAs and KPIs are met at all times. The Data and Solution Analyst must translate her/his findings into easy to understand reports or presentations for management. Alert management when spikes in the data sets indicate issues that need immediate action.

Distribute + Advise

Once areas of improvement have been identified, the Data and Solution Analyst distributes and partners with cross functional stakeholders to implement tailored policies, procedures, technical improvements and training programs to address those areas. The Data and Solution Analyst creates more awareness of need and use of feedback, and follows up once findings have been routed to teams.

The Ideal Candidate

With a minimum of 4 years experience in an analytical role you bring a strong focus on data and insights and are equipped with strong SQL skills for complex querying. Ideally you have established yourself in a ecommerce company and bring experience in analyzing data around operations and customer service. Your passion about customer experience and continuous improvement as well as attention to detail and organization skills will set you up for success. You also use data visualization tools (Tableau, Google Analytics, Data Studio, looked) and have experience with ERP systems and Business Process Mapping Tools (Visio, Industry Print, etc.).

You are a self-starter with the confidence to work collaborate autonomously and network throughout the company. Your advanced Excel and PowerPoint skills enable you to create strong reports and presentations that will take the teams ability to analyse data and business performance to the next level.

We are looking for people who can bring new perspectives and life experiences to our team. If you are looking for a place that values your curiosity, passion and desire to learn; if you are seeking colleagues who are big thinkers, eager to take on fresh challenges, then our team is perfect for you. Our Ecommerce team is very fast paced and works towards ambitious targets and deadlines so we would like you to thrive in this kind of environment to help us grow together.

What You Can Expect From Us

A beautiful state-of-the-art Campus, complete with our very own People's Place Gym and People's Place Cafe's

A companyculturethat fostersdevelopment, offering training and learning opportunities through our very own PVH University

An international environment which respects diversity, equality, and individuality

Asmart work programthatempowers our associates to work at their preferred location within a flexible schedule

A chance to unwind with weekly social activities