About our PVH Ecommerce division
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.
Your role at Calvin Klein
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 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.
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.
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
We offer you
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.