Customer Analytics Manager

We’re looking for a strategic, influential, and analytical Customer Analytics Manager to help Sweetgreen deeply understand our new and existing customer behavior, menu and pricing opportunities, and offers and loyalty program performance, and to uncover data-driven opportunities that fuel growth. This role is responsible for turning data into actionable insights that inform decision-making across marketing, loyalty, creative, menu, and CX teams.

Key Responsibilities

This role will be the critical driver of the ‘data - insights - action’ loop to drive faster decision making that enables growth of the brand and the business. The ideal candidate will be excited to pioneer and build a new function within Sweetgreen with strong cross-functional alignment and influence. The key responsibilities of the role include: 

• Leadership and Influence
• Deliver the insights and analysis that inform Sweetgreen’s customer strategy, content, menu, promotions, and brand decisions.
• Lead insights strategy and expand both quantitative and qualitative insights and analysis capabilities in partnership with our Data Science and Analytics Team. Develop sweetgreen’s AI-driven insights toolkit and customer research practices, improving visibility into customer needs and behavior, fueling faster testing pipelines, and identifying cultural and competitive trends.
• Translate complex data into compelling stories and executive-level presentations. Collaborate cross-functionally across Marketing, Product, Engineering, Finance, and Store Ops analytics and leadership teams to present holistic perspectives and solutions.
• Customer Insights & Segmentation
• Analyze customer data across the business (customer history, product analytics, customer engagement, and VoC) to identify key growth opportunities via acquisition, retention, and increased LTV. 
• Recommend and leverage leading-edge technologies to inform target customer segments and drive customer behavioral change.  
• Analyze customer behavior and the link to menu engagement and marketing calendar performance to understand drivers of frequency, spend, and churn.
• Guide creation of key customer journeys, use occasions, and personas to inform marketing and product strategies.
• Own customer measurement and reporting strategy to provide ongoing measurements of business health, shifts in customer patterns, and loyalty and CRM performance.
• Marketing Performance Analytics
• Evaluate the effectiveness of marketing campaigns in driving customer behavior change across owned, earned, and paid channels (e.g. increased frequency, share of voice, share of wallet, etc)
• Partner with the Finance team to define investment guardrails and determine ROI for marketing spend. Establish a regular reporting framework that can speed decision-making and help optimize marketing investment.
• Drive a holistic understanding of performance across ordering channels (in-store, digital, marketplace, etc) to inform areas of focus and strategic need.
• Personalization & Predictive Analytics
• Drive a deeper near-real-time understanding of CRM, Loyalty, and personalized marketing performance. 
• Measure incrementality and effectiveness of loyalty offers and content personalization.
• Ideate and evaluate strategic test opportunities in partnership with CRM, Loyalty, and Product.
• Partner with retention marketing and analytics teams to move to a more predictive, personalized, and AI-driven approach to mitigate churn and drive customer frequency.

Qualifications

• 7-10 years in analytics or strategy roles, with at least 2 years leading an analytics function
• Proven ability to influence stakeholders through data storytelling. 
• Strong business acumen with a bias toward action and results.
• Strong SQL and data visualization skills (e.g., Tableau, Hex, Power BI, Alteryx) - the ideal candidate needs to be able to do the work as well as direct the work
• Experience with established marketing analytics platforms (e.g., Google Analytics, Braze, Amplitude) and a familiarity with emerging predictive analytics platforms
• Hands-on e