About our PVH Ecommerce divison
The Ecommerce (Ecom) Team is responsible for managing the European own and operated tommy.com and calvinklein.com sites across all European markets. The team operates all necessary functions to manage the Ecom business end-to-end. Both brands are growing in a fast pace and have very ambitious growth targets for the coming years. The team consists of approx. 80+ people and will grow significantly until the end of the year. Furthermore, team members are of various cultural backgrounds and nationalities, all highly motived and skilled as well as inspiring to work with.
As the own and operated Ecom business is one of the main growth opportunities for both brands, there is a high focus in the organization to support the Ecom growth. One of the key pillars is to drive a more data decision driven culture within the team. Thus, we want to scale up our analytical capabilities. In addition, there are lots of projects running covering the entire Ecom value chain which will improve e.g. operational processes, bring innovations and new features, investigate new market and business model opportunities.
Customer feedback is the most important driver for process improvements in a customer centric environment. Therefore, we are looking for a Data and Solution Analyst who will create, manage and promote a “Data Driven Feedback Loop” within the Ecom team for both brands reporting to the Head of Operations and Customer Services of the Tommy Hilfiger and Calvin Klein Ecom business.
Collect Data and Customer Feedback
Build a framework to measure, collect and combine the different types of operational and customer feedback data entering the ecommerce business. (InMoment, Customer Service, Logistics and Payment data) Investigate new approaches and feedback technologies that will enable us to deliver an even better feedback experience.
Categorize + Analyze feedback
Categorize and analyze data both quantitatively and qualitatively, to identify opportunities to elevate the customer experience and ways to improve productivity levels and reduce the need for contact through root cause resolution or providing customers better self-service.
Document + Report
Create daily and weekly reporting to ensure all agreed internal and external SLA’s and KPI’s are met at all times. The Data and Solution Analyst must translate her/his findings into easy to understand reports or presentations for management. Alert management when spikes in the data sets indicate issues that need immediate action.
Distribute + Advise
Once areas of improvement have been identified, the Data and Solution Analyst distributes and partners with cross functional stakeholders to implement tailored policies, procedures, technical improvements and training programs to address those areas. The Data and Solution Analyst creates more awareness of need and use of feedback, and follows up once findings have been routed to teams.
What we are looking for
With a minimum of 4 years’ experience in an analytical role you bring a strong focus on data and insights and are equipped with strong SQL skills for complex querying. Ideally you have established yourself in a ecommerce company and bring experience in analyzing data around operations and customer service. Your passion about customer experience and continuous improvement as well as attention to detail and organization skills will set you up for success. You also use data visualization tools (Tableau, Google Analytics, Data Studio, looked) and have experience with ERP systems and Business Process Mapping Tools (Visio, Industry Print, etc.).
You are a self-starter with the confidence to work collaborate autonomously and network throughout the company. Your advanced Excel and PowerPoint skills enable you to create strong reports and presentations that will take the team’s ability to analyse data and business performance to the next level.
We are looking for people who can bring new perspectives and life experiences to our team. If you are looking for a place that values your curiosity, passion and desire to learn; if you are seeking colleagues who are big thinkers, eager to take on fresh challenges, then our team is perfect for you. Our Ecommerce team is very fast paced and works towards ambitious targets and deadlines so we would like you to thrive in this kind of environment to help us grow together.
We offer you
- A challenging position in a growing team with a strong start-up mentality
- Competitive salary with benefits
- State-of-the-art campus facilities
- ‘All-you-can-eat’ healthy lunches and amazing events
- Wide range of courses at PVH University to satisfy your learning appetite
- Great colleagues (curious, ambitious, and fun)
- International working environment
- Relocation assistance, from A to Z (if you live abroad)
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.