Senior Customer Retention Jobs in Decatur, IN (NOW HIRING)

Job Summary:
Vera Bradley is seeking a Sr. Manager of Customer Insights who will create a customer insights foundation through analytics expertise and a customer intimacy program. The role involves diagnosing customer data, translating complex analysis into actionable insights, and collaborating with marketing and merchandising teams to drive strategy and growth.
Responsibilities:
• Diagnoses existing customer data regardless of source, defining core customer KPIs, and delivering standardized, repeatable reporting for purposes of performance analysis, strategic decisions, budgeting and quarterly earnings calls.
• Translates complex analysis into clear, decision-ready insights for both technical and non-technical stakeholders.
• Works cross-functionally with the Merchandising team to help unlock product value and potential through customer behaviors and trends. Conducts both quantitative and qualitative research to drive results.
• Works with Marketing team to build and assess audience campaign strategies based on knowledge of overall customer file and growth objectives.
• Institutes credible annual brand tracking customer health measures.
• Builds customer segmentation personas and quantifies opportunities across various groups, in tandem with Leadership strategic intent.
• Creates the customer health story, based on data inputs and overall understanding and analysis of the data file.
• Creates a customer intimacy program that allows key stakeholders to better understand customer personas, behaviors and needs, for purposes of succeeding with product development, marketing campaigns, and overall company growth strategy.
• Builds and applies knowledge of season goals, campaign objectives, past campaign performance and available customer information to align on audiences for marketing campaigns.
• Works with marketing and platform partners to track campaign performance and evaluate audience adjustments as needed.
• Links customer segmentation to overall strategic roadmap for customer growth, acquisition and retention.
• Reports out on core customer KPIs in meaningful analysis.
• Delivers full-year customer performance diagnostics to inform forward planning and budgeting as well as strategy to drive acquisition, retention and LTV.
• Leverages Data Analyst Team’s Power BI models to build and refresh executive-ready Power BI dashboards.
• Creates standardized, reusable views designed for ongoing use by Marketing Team for executive and weekly operating reports.
• Proactively identifies and flags gaps, anomalies, or logic issues.
• Partners with Data Analytics team to leverage data models for Marketing and Customer analysis and best usage cases.
• Partners with Marketing and Leadership to refine priorities.
• Implements automated refresh processes where feasible.
• Delivers a clean handoff, including light training and documentation, to internal teams.
Qualifications:
Required:
• Bachelor's degree in business, marketing, data analytics, or a related field.
• 7+ years experience in data analytics, BI, or customer analytics (agency or in-house).
• Proven experience working with customer-centric datasets (retail, consumer goods, e-commerce).
• Comfortable defining KPIs that support financial planning and growth decisions.
• Strong documentation and communication skills; able to enable non-technical teams.
• Able to work independently, move quickly, and deliver in a compressed timeline.
• Comfortable operating as a strategic thought partner, not just a reporting resource.
• Senior-level judgment, speed, and autonomy.
• Ability to work directly with leadership, translating business questions into analytic frameworks, and delivering insight that informs financial planning and customer growth strategy.
• Strong team player with the ability to build and maintain good rapport with both internal and external customers to handle situations with confidence and tact.
• Able to solve complex problems with the ability to take a new perspective on existing solutions.
• High level of analytical thinking and attention to detail.
• Effective leadership, project management and vendor management skills.
Company:
Vera Bradley is a leader in fashionable, colorful, cotton quilted handbags, accessories, and paper and gift items for women of every age. Founded in 1982, the company is headquartered in Fort Wayne, USA, with a team of 1001-5000 employees. The company is currently Late Stage.