Head of Customer Engagement Analytics

Hi, we’re Back Market.

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us? 

ABOUT THE ROLE:

The Head of Customer Experience Analytics will lead analytics to improve customer engagement, retention, and user experience.

They will manage experimentation, predictive analytics, and performance measurement to ensure data-driven decisions. This includes optimizing the onboarding funnel, LTV/churn modeling, feature adoption analysis, and in-app behavioral segmentation.

They will build and mentor a team of analysts to refine the customer journey, optimize engagement strategies, and maximize customer lifetime value.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

Experimentation & Measurement

- Build and lead a best-in-class experimentation function

- Develop frameworks for test design, execution, and impact measurement

- Provide thought leadership on experimentation culture, processes, and best practices

Predictive & Advanced Analytics

- Lead the development of predictive models to optimize customer engagement, LTV, and retention.

- Use machine learning and statistical techniques to identify trends and customer behaviors..

- Establish scalable analytics frameworks for measuring CX impact across multiple touchpoints.

Measurement & Performance Tracking

- Define and implement strategies to measure improvements in the customer journey and service adoption.

- Develop dashboards and reports that provide actionable insights.

- Ensure that the analytics, product, and business teams are aligned on KPIs and success metrics.

Team Leadership & Cross-Functional Collaboration

- Build and mentor a high-performing analytics team.

- Partner with product, marketing, and business teams to implement data-driven insights and strategies.

- Promote a data-driven culture and decision-making within the organization.

Strategic Vision & Stakeholder Partnership

- Work with senior stakeholders to create a vision for the best possible customer experience.

- Decide which analytics projects to prioritize and the metrics for tracking their success.

- Agree on the data strategies, platforms, and features needed for long-term growth and insight generation.

• 8+ years of experience in product analytics, customer analytics, data science, or a related field, with a proven track record in experimentation and predictive analytics.
• Strong expertise in A/B testing, causal inference, and statistical modeling techniques.
• Proficiency in SQL, Python, or R, with experience in building scalable analytics solutions.
• Experience with visualization tools (e.g., Tableau, Looker), Product Analytics tools (e.g. Amplitude, MixPanel) and experimentation platforms (e.g., StatSig, Cloudbees).
• Demonstrated ability to lead and grow a high-performing data team.
• Excellent communication skills with the ability to translate complex data into actionable insights.
• Strong stakeholder management skills, working effectively with product, marketing, and leadership teams.

WHY SHOULD YOU JOIN US ? ✌🏼

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: 

- A mission driven work environment where your day to day makes an impact on the planet. Seriously.

- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. 

- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. 

At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. 

We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. 

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.