Manager - Customer Performance Analytics at Upbound Group in Plano, TX

Job description

Job Description: MANAGER CUSTOMER PERFORMANCE ANALYTICS (Plano Texas or Draper Utah, On-Site) At Upbound Group, we are committed to elevating financial opportunity for all through innovative, inclusive, and technology-driven financial solutions that address the evolving needs and aspirations of consumers. The Company’s customer-facing operating units include industry-leading brands such as Rent-A-Center, Acima and Brigit that facilitate consumer transactions across a wide range of store-based and digital retail channels, including over 2,400 company-branded retail units across the United States, Mexico, New York and Puerto Rico. Upbound Group, Inc. is headquartered in Plano, Texas. ABOUT THE POSITION The Manager, Customer Performance Analytics is a key contributor, leading the customer analytics function that enables data-driven decision making across the Upbound enterprise. This leader develops and evolves the organization’s customer intelligence capabilities while influencing business strategy through actionable insights, advanced analytics, trust, and partnership with senior leaders. This role is responsible for influencing and implementing the strategic direction of customer analytics for the Growth Organization, encompassing each business unit (RAC, Acima, Brigit), and executive leadership, ensuring analytical resources are focused on the highest-value opportunities aligned to enterprise priorities. The Manager leads a high-performing team, develops future leaders, advances analytical methodologies, and drives continuous improvement across processes, tools, and ways of working. The Manager serves as a trusted advisor to the Growth organization, each business unit (RAC, Acima, Brigit), and executive leadership by translating complex customer data into clear business recommendations that influence growth strategies, customer experience and financial performance. KEY RESPONSIBILITIES [LEADERSHIP] Strategy Ensure the time spent on work is meaningful and aligned to Growth organization & Business Unit goals, contributing to Upbound’s overall growth goals. Develop strategic recommendations that further the ability for our Executive & Business Unit leaders to make decisions based on deep understanding of customer performance data. Serve as a trusted thought partner by bringing forward emerging customer trends, risks, and opportunities in a proactive manner. Analysis Partner directly with the Growth organization and your peers to provide actionable insights leveraging a multitude of datasets. Responsible for leading and assisting with analysis execution in addition to support from your direct reports, using the tools and data available relative to those customer experiences, using both tool-based analytics and coding languages, like SQL, SAS, and Python. Establish best practices for customer analytics, data quality, analytical methodologies and insight generation. Produce compelling visualizations and insights to tell the story of the customer. Communicate those insights clearly and appropriately throughout the organization. Team Management & Development Ensure team is working on the right deliverables at the right time, while fostering a culture of accountability, curiosity and continuous improvement and collaboration. Coach and develop talent to effectively manage performance, advance skillsets. Provide both strategic and technical direction to align to the broader goals of the team. Identify and advocate for the right tools and methodology necessary to achieve goals. Establish and lead regular communication routines within your team, and outside the team to share insights and recommendations. [DAY TO DAY RESPONSIBILITIES] Strategic Analytics Leadership Lead the strategy, prioritization, execution and communication of high-impact analytical initiatives that influence the Growth organization’s customer decisions Develop deep expertise in the customer journey data model, customer transaction data, clickstream (digital) data, CRM,