Senior Insights Manager
Our Company
Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.
Founded five years ago in Sydney, Australia, Afterpay has millions of active customers globally and is offered at the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.
We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
The Opportunity
The purpose of the role is to partner with the marketing and sales organisation, including external facing teams (e.g. Investor Relations, PR, Comms) to help Afterpay ‘Win with Customers’ and ‘Scale Actionable Insights’ through world class data & insight, with a focus on action and driving outcomes. This includes how we use data, insight and research to better understand our customers, and in turn help merchants and other external partners (e.g. govt, policy makers, etc) understand more about Afterpay customers and broader BNPL industry trends.
We need to position Afterpay as a customer and data led organization – the best in the BNPL industry – and one that helps its partners become smarter, data-driven and customer focused. Our success will be measured by growing share of wallet among our customers and, in turn, the accretive value delivered to Merchants and Afterpay.
To truly ‘Win with Customer’ we need an always on understanding of customers – both their behaviour and attitudes - and a platform to listen and learn from them continuously. This role will be responsible for Customer Insight, including Afterpay iQ, the Next Gen Index and our customer segmentation. All platforms will be built with an internal and external lens i.e. we must get value from them internally, and they must generate value for our merchant, government and external partners.
We are much more than our job descriptions, but here’s where you will begin….
-Drive Customer Insight cross functionally within the US market and drive the Afterpay narrative for customer and merchant to elevate our value proposition
-Leverage multiple data sets to deliver actionable insights on a regular basis that identify business challenges and opportunities
-Drive merchant joint business plans from a data and insights perspective, providing the strategic thinking on problem solving for merchants to enhance the merchant relationship and support merchant retention
-Provide monthly market updates and vertical insights to support Client success managers in merchant comms and Quarterly Business Reviews
-Leverage insights to support merchant acquisition propositions with a focus to drive in store success
-Own the US merchant value proposition and insights collateral to ensure the data is consistent and up to date
-Support in embedding our customer segmentation into the business and socializing the incremental value it brings
-Partner with the Marketing and Growth team to unlock customer insight from behavioral and attitudinal data to drive customer understanding, acquisition and retention
-Partner with the Behavioral Science and Analytics teams to ensure the Afterpay customer models e.g. Lifetime Value and Share of Wallet, drive valuable insights that can feed into our Merchant Value proposition
-Build a US case study library to showcase the value of our strategic initiatives and socialize within the business
-Ensure repeatable, scalable processes in place where relevant
Who are you? (Qualifications) Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.
You’ll have ….
-8+ years working with customer and loyalty data with a proven track record of delivering actionable insights, recommendations and measurable growth
-Ability to demonstrate driving business decisions and commercial outcomes from data and insight at the General Management and C Suite level
-Ability to translate complex ideas and insight into a customer focused narrative that drives actionable recommendations
-Ability to think critically and problem solve through the lens of the business as well as partner with technical and analytical teams to ensure we’re solving problems cross functionally
-Experience working in global environments managing multiple markets, stakeholders and priorities
-Comfortable working at pace, sometimes with competing and changing priorities
-Deep analytical mindset with great attention to detail
-Comfortable with analyzing large data sets
-Advanced excel skillsIdeally 5+ years experience working in a B2C organization e.g. Retail, Travel, Telco, Retail Banking
How we reward you. We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enroll in our share matching plan. We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We offer a wide range of insurance programs so you have the flexibility to choose what is best for you. Afterpay covers 100% of the employee cost and 75% of the cost of your dependents. We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.
How to Apply. We don’t know what the future holds. That’s the exciting part; we show up and make it happen. If you’re brave, if you’re committed to doing the right thing and excited by this opportunity, click apply now! Afterpay is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. All new team members, in addition to current staff, will temporarily work from home until it is safe to return to our offices.