Site Engagement Analyst, Customer Experience

Shopbop is looking for a customer‑obsessed Site Engagement Analyst to own analysis and reporting for the CRM team. This role will be pivotal in shaping how we understand, engage with, and grow our customer base through data‑driven insights. The candidate will have a strong understanding of ecommerce KPIs, customer journeys and site/app analytics, and analytical skills to answer complex, dynamic, and often unclear strategic questions. The right candidate will possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is, what motivates them, and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. This position sits on the CRM team within the Customer Experience organization.

Key Job Responsibilities

Analyze raw data sets and conduct deep dives into site data and customer journeys

Conduct quantitative analyses that range from specific questions to open-ended questions that inform large‑scale strategies, determining what data is needed

Develop quantitative and qualitative insights that inform our CRM strategy across all customer touchpoints

Deep dive into customer journeys to inform new customer conversion, second‑purchase rates, and retention strategies

Partner with marketing teams to optimize customer communication strategies across channels (email, push, etc.)

Develop and track key customer metrics and KPIs to measure strategy effectiveness

Build and maintain strong partnerships with cross‑functional teams including Marketing, Merchandising, and Technology

Maintain ongoing reporting and develop reporting capabilities to answer ad‑hoc business questions

Educate and empower stakeholders with tools and techniques to solve evolving business challenges

Scale analytic capabilities by troubleshooting data issues, leading enhancements and driving the adoption of analytics tools

About the Team
The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV.

Basic Qualifications

Bachelor’s degree or equivalent

3+ years of business analyst, data analyst or similar role experience

Experience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau

Experience defining requirements and using data and metrics to draw business insights

Experience making business recommendations and influencing stakeholders

Experience collaborating with cross‑functional teams including Marketing, Product Management, Customer Service, Operations, Legal, Finance, and Senior Leadership

Experience working with data to drive business decisions, including advanced proficiency in Excel

Proven ability to drive results in a fast‑paced environment

Preferred Qualifications

Experience with SQL

Experience within e‑commerce or Retail fields

Experience with Adobe Analytics and Customer Data Platforms

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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