Purpose
This position is responsible for analysis and reporting for our ecommerce business, encompassing multiple customer touchpoints across the website, customer care, and digital. This person will play a key role in supporting our ecommerce team, including identifying opportunities for improvement, expanding our analytics capabilities, and delivering actionable insights about the business.
Minimum Eligibility Requirements
- Bachelor's degree in analytics, business, or a related quantitative field (relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education)
- 2+ years working in an analytics role, with a focus on digital and/or call optimization preferred
- Demonstrated experience in data extraction/shaping (e.g., SQL), statistical analysis (e.g. R, Python), and data visualization tools (e.g. Power BI, Tableau)
- Solid communication skills: able to convey complex data insights to non-technical stakeholders
- Experience with call data platforms (e.g. Salesforce, Five Nine) a plus
- Working knowledge of descriptive statistics
- Must be highly analytical and able to provide a data-driven rationale for new projects
- Demonstrated ability to work independently as well as cross functionally with a team to execute tasks, drive projects, and achieve desired results
- Must be organized, detail-oriented, and possess strong problem-solving and critical thinking ability
- Experience in the retail industry a plus
- Ability to manage multiple concurrent projects and work in a fast-paced environment
Essential Functions
- Drive enhancement of existing analytics across our customer contact channels (e.g. call, chat, email, sms, social) including but not limited to customer experience, sales, process improvement, and cost management
- Track, analyze, and provide recommendations to improve our online chat experience
- Partner with product resolution team to analyze product category trends, building & maintaining actionable self-service reporting, and identifying process efficiencies to help our team solve customer issues more effectively
- Become SME of our call & case data
- Partner with CX team to help improve our customer experience online
- Segment customers to understand how they prefer to contact us and where opportunities for improvement exist
- Conduct extensive and self-directed analysis as defined by established business goals
- Conduct self-directed exploratory analysis of ecommerce data to identify trends, opportunities, and areas for improvement
- Design, create, & maintain visually compelling reports and dashboards to communicate data insights effectively to stakeholders on a weekly/monthly/quarterly basis
- Define, track, and report on key performance metrics to measure the effectiveness of ecommerce initiatives, providing regular reports and clear, actionable recommendations to multiple teams within the ecommerce org
- Develop forecasting models to better predict outcomes and assist in long-term planning & budgeting
Working Conditions (travel, hours, environment)
- Travel may be required including air and car travel
- The noise level in the work environment is typically quiet to moderate.
Physical/Sensory Requirements
Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
Note:Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.
Benefits & Rewards
- Bonus opportunities at every level
- Career advancement opportunities
- Relocation opportunities across the country
- 401k with discretionary company match
- Employee Stock Purchase Plan
- Referral Bonus Program
- A personal holiday and Volunteer Time Off program
- Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)
Equal Employment Opportunity
Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants. F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.
This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.
