Manager, Customer Strategy, Insights, & Analytics



Customer Service, Data Science
Los Angeles, CA, USA
Posted on Saturday, January 27, 2024

Who We Are:

Founded in 2009, Reformation is a revolutionary lifestyle brand that proves fashion and sustainability can coexist. We combine stylish, vintage-inspired designs with sustainable practices, releasing limited-edition collections for individuals who want to look beautiful and live sustainably. Setting an example for the industry, Reformation remains at the forefront of innovation in sustainable fashion—running the first sustainable factory in Los Angeles, using deadstock and eco fabrics, tracking and sharing the environmental impact of every product, and investing in the people who make this revolution possible. The brand has also established itself as a pioneer in retail innovation, developing an in-store tech concept that brings the best of its online experience to its physical doors.

We are a future focused organization committed to the belief that the problems facing our planet and society can be solved through innovation, common sense and education. Being naked is the #1 most sustainable option. We're #2.

Here at Ref, we put people first. We know that you can't innovate and do cool stuff without having everyone on board. So we work to create a culture where everyone feels like they belong and where their voices are truly valued. We build an inclusive culture together and make a real impact along the way.

Position Overview:

Reformation is looking for a Customer Strategy Manager, reporting to the Senior Director of Customer Insights & Analytics. This person will be responsible for leading customer research & analytics projects that support new strategic initiatives, merchandising, marketing, digital excellence, and retail stores, work cross-functionally to support the execution of the Customer Team’s 2024 priorities, and own reporting on the Customer Team’s performance against our key metrics to the Ref leadership team & Board of Directors. The ideal candidate for this role is intellectually curious, obsessed with customers, loves translating data and insights into strategy, and is an excellent problem solver & communicator.

What You’ll Do:

  • Leverage data, analytics, and customer feedback to expand and improve current key customer experience initiatives (e.g., helping customers find their perfect fit, elevating our packaging, improving the in-store experience)
    • Perform ad-hoc analytics to better understand trends in customer behavior, root cause potential issues, & identify opportunities
    • Own the execution of cross-functional work streams within key Customer team initiatives
    • Define the right metrics to measure program success; set up & monitor dashboards
  • Own regular reporting & ad-hoc analytics for the Customer team:
    • Manage weekly reporting on team KPIs
    • Proactively dig deeper to understand & communicate drivers of changes in performance and recommend actions the team should take
    • Stand up new reporting to measure 2024 customer initiatives
    • Responsible for creating materials for quarterly updates to the Board
  • Lead customer research projects to better understand who our customers are & their primary needs & pain points, Ref’s competitive positive, & key market/industry trends
    • Manage our “Voice of Customer” program to connect business partners & leadership team with relevant feedback from customers to shape key decisions
    • Conduct customer interviews, focus groups, & fit clinics
    • Code, deploy, and analyze customer & market surveys; build dashboards & presentations to summarize key learnings and their implications for the business
  • Stay abreast of industry best practices and emerging trends in customer experience & retention

What You’ll Need:

  • 2-4+ years of experience in corporate strategy, management consulting, business operations, or investment banking, ideally with experience in the retail, fashion, or luxury goods industries
  • MBA a plus
  • Strong data analysis and quantitative skills, including setting clear hypotheses and executing analytics and/or research to generate insights from various data types/sources. Advanced skills in business intelligence tools (Looker, Google Analytics) & experience with customer research tools (e.g., Qualtrics, Dscout) preferred
  • Excellent written and verbal communication. Proven track record of translating raw data into actionable insight, presenting and communicating across all levels of the organization, and driving value despite a high level of ambiguity
  • The ability to think strategically and problem-solve creatively
  • The flexibility to adjust quickly, shift between topics & projects, & deliver outstanding work in a fast-paced, sometimes ambiguous, and continuously evolving environment
  • A kind and empathetic partner who enjoys collaborating with cross-functional teams
  • A passion for the Reformation brand, products, and sustainability mission

Benefits & Perks:

  • Health, vision, and dental insurance for eligible employees
  • Paid vacation, sick, holidays & volunteer time-off for eligible employees
  • Mission based company + casual and entrepreneurial work environment
  • Clothing discount, dog-friendly office, company events + parties and much more
  • 401K with company match

The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status

CCPA disclosure notice here.