Senior Insights & Research Manager
Our Company
Afterpay is transforming the way we pay by allowing customers to receive products immediately and pay for their purchases over four installments, always interest-free. The service is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt!
Afterpay is offered by more than 55,000 of the world’s best retailers and has more than 10 million active customers globally. In the U.S. more than 5 million customers use Afterpay and is offered by more than 15,000 of the top fashion and beauty retailers across the country - including Anthropologie, Forever 21, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. We are currently available in Australia, New Zealand, the United States and the United Kingdom where the brand is called Clearpay. Our U.S. headquarters are located at the heart of the retail and business district in San Francisco, California.
Afterpay is on a mission to power an economy in which everyone wins.
The Role
Afterpay’s ambition is to become the world’s favorite way to pay for what we call life’s little essentials – a new way of purchasing designed for and around our customers’ interests.
The purpose of the role is to partner with the marketing organization, 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’s we need an always on understanding of customers – both their behavior and attitudes - and a platform to listen and learn from our them continuously. This role will be responsible for Customer Insight and Research platforms, including the Afterpay insights portal, the Afterpay index, customer segmentation and building out a consumer panel. 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.
Key Responsibilities:
● This role will own Customer Insight for Afterpay, including customer segmentation, insight platforms and associated 3rd party relationships
● Build and own the Afterpay consumer panel, with a focus on delivering actionable insights on a regular cadence to the business and to Merchants
● Responsible for market share and how we measure the performance of Afterpay vs. BNPL / relevant competitors, including management of 3rd party relationships
● Lead the Afterpay Index for the Data & Insights function, how it’s used internally, with merchants and with external partners e.g. ARA and relevant industry bodies
Partner with the Marketing and Growth team to unlock customer insight from behavioural and attitudinal data to drive customer understanding, acquisition and retention
● Partner with Marketing and Product team to drive customer insight to support Afterpay Loyalty across markets
● Partner with the Behavioral Science and Analytics teams to ensure the Afterpay customer models e.g. Lifetime Value and Share of Wallet can be featured and drive value for the relevant insight platforms e.g. Afterpay Insights portal
● Thought leadership – support Afterpay in building market thought leadership through sharing insights regularly via published papers, in seminars and at conferences
● Own the Customer Insights and Research work plan for North America and ensure the relevant stakeholders across Marketing, PR, Comms, Public Policy and the broader Strategy and Data team are aligned with little to no duplication
● Ensure repeatable, scalable processes in place where relevant
● Create and own global library for Customer Insight & Research so the business has
easy access to our team’s deliverables
Minimum Qualifications
● 10+ years working with customer, loyalty and research data with a proven track record of delivering actionable insights, recommendations and measurable growth
● Ability to demonstrate product and / or program ownership and contribution to its creation, development and ongoing management, ideally in a B2C setting
● 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 customer focused and 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
● Experience managing 3rd party relationships including data vendors
● Comfortable working at pace, sometimes with competing and changing priorities
● Comfortable owning and executing a product and program end to end
● Deep analytical mindset with great attention to detail
● Proficient in Tableau and / or other BI tools
● Ideally 5+ years experience working in a B2C organization e.g. Retail, Travel, Telco, Retail Banking
What We Offer
• Competitive compensation packages
• Medical, Dental, Vision insurance (100% covered!)
• Fun virtual company events & collaborative team
• Supportive, laid-back environment
• Award winning culture
How to Apply
If you are brave, if you are committed to doing the right thing, if you always keep it real, and your background matches the description above then please apply today!
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.