Head of Analytics & Experimentation (CRO & Customer Journey)

Accountabilities: Analytics strategy and measurement: Own the core customer and revenue metrics, including conversion rates, retention, customer lifetime value (LTV), and revenue performance. Establish consistent definitions, maintain a centralized metrics catalog, and ensure teams work from a reliable source of truth. Data quality and governance: Serve as the final quality checkpoint for data used in business decisions. Validate data accuracy, investigate inconsistencies, and establish standards that promote trustworthy, consistent reporting across departments. Business intelligence and reporting: Translate strategic business questions into clear analytical requirements, SQL queries, and data models. Develop and maintain dashboards and reporting solutions, beginning with a comprehensive customer journey dashboard. Data infrastructure collaboration: Partner with data engineering teams to ensure the data platform captures the information required for meaningful analysis across e-commerce, subscriptions, marketing, and customer engagement channels. Experimentation roadmap: Lead the cross-functional experimentation program, prioritizing tests according to revenue potential, website traffic, funnel drop-off, and expected business impact. Testing standards and processes: Establish a consistent framework for proposing, designing, executing, and evaluating experiments. Build a shared intake process, define testing requirements, and implement a standardized KPI framework. Customer journey optimization: Ensure the customer journey is instrumented with the appropriate KPIs and data points at every stage, identifying friction points and opportunities to improve conversion, retention, and customer experience. Statistical analysis and test evaluation: Lead the analysis of experiment results, including statistical significance, incremental revenue, win rates, and other relevant performance indicators. Provide objective recommendations on which initiatives to scale, refine, or discontinue. Test coordination and prioritization: Improve incoming test briefs by refining hypotheses, clarifying success criteria, and aligning stakeholders on expected outcomes. Resolve competing testing priorities when multiple teams want to experiment with the same pages, audiences, or customer touchpoints. Knowledge management: Establish regular experimentation reviews and maintain a shared repository of test results, insights, and lessons learned to improve decision-making and prevent teams from repeating ineffective approaches. Executive insights and recommendations: Translate complex analyses into clear, concise, evidence-based recommendations for the Director of Customer Journey & Revenue and executive leadership, explaining what is happening, why it matters, and what actions should follow. Cross-functional partnership: Represent analytics and experimentation in planning discussions involving content, lifecycle marketing, CRM, design, and development teams, ensuring data informs decisions from the earliest stages of execution. Hands-on execution: Contribute directly when needed by writing SQL queries, configuring experiments, building dashboards, validating data, and conducting in-depth analyses. First 90-day priorities: Partner with leadership to instrument the full customer journey, introduce an initial metrics catalog, identify major performance gaps and revenue opportunities, and launch a structured testing prioritization process with the first experiments. Continuous improvement: Refine analytics processes, measurement frameworks, and experimentation capabilities as the business evolves, ensuring that teams can make faster, more confident, and more effective growth decisions. Requirements: Professional experience: At least 7 years of experience in analytics, business intelligence, experimentation, conversion rate optimization (CRO), or growth analytics, including responsibility for leading a program or function across multiple teams. E-commerce expertise: Demonstrated experience working with a high-volume direct-to-consumer (DTC) e-commerce business, with a strong understanding of digital customer journeys, online revenue generation, and conversion optimization. Subscription business models: Experience analyzing subscription-based or replenishment business models, including customer retention, repeat purchases, recurring revenue, and lifetime value. Technical analytics skills: Strong SQL proficiency and hands-on experience with Power BI, including the ability to query data, build analytical models, develop dashboards, and communicate performance trends. Statistical expertise: Strong understanding of statistical analysis, A/B testing, funnel analysis, attribution, experimentation methodologies, and the measurement of incremental revenue across multiple data sources. Experimentation leadership: Proven ownership of an end-to-end testing program, including roadmap development, prioritization models, KPI frameworks, test execution, statistical evaluation, and continuous process improvement. Data-driven decision-making: Ability to distinguish meaningful insights from misleading or incomplete data and translate findings into practical recommendations that drive measurable business results. Cross-functional collaboration: Experience partnering effectively with content, lifecycle marketing, CRM, development, design, and other business teams without necessarily having direct management authority over them. Process development and documentation: Demonstrated ability to create clear documentation, repeatable processes, shared resources, and measurement standards that teams adopt and use consistently. Executive communication: Excellent written and verbal communication skills, with the ability to present complex findings clearly, influence stakeholders, and support strategic decisions with evidence. Ownership and autonomy: A proactive, detail-oriented approach with the ability to independently manage priorities, resolve analytical challenges, and build new capabilities in a dynamic, growth-oriented environment. Preferred e-commerce scale: Experience working for a DTC e-commerce business generating more than $100 million in annual revenue. Preferred industry background: Experience in health, wellness, nutritional supplements, or a related consumer-focused industry. Preferred tools and platforms: Familiarity with A/B testing platforms, web analytics, session recording, and heatmap tools. Experience with WordPress, Shopify, Amazon, Klaviyo, Recharge, or FullStory is an advantage. Preferred data infrastructure experience: Experience collaborating with data engineering teams on the development or improvement of a data warehouse or data lake. Preferred leadership experience: Previous experience building, managing, or scaling an analytics, business intelligence, or experimentation function. Remote work readiness: Access to an up-to-date Mac or Windows computer with antivirus protection, a reliable high-speed internet connection, and a quiet, distraction-free workspace. Digital proficiency: Comfort learning new software and technology, with experience using Microsoft Office tools such as Excel, Outlook, Teams, Word, and OneDrive. Work authorization and location: Must be legally authorized to work in the United States in a W-2 employment arrangement. Applicants based in California and candidates seeking international employment are not eligible for this position. Benefits: Annual base salary: $125,000–$150,000, depending on experience and qualifications. Compensation above this range may be negotiable for candidates with exceptional expertise and a particularly strong fit. Full-time employment: Permanent full-time position with a regular Monday-to-Friday schedule, from 9:00 a.m. to 6:00 p.m. Eastern Time. Fully remote work: Work remotely from an eligible location within the United States, with no requirement to commute to a physical office. Medical, dental, and vision insurance: Comprehensive healthcare coverage, with 80% of insurance premiums covered by the employer. Paid vacation: 80 hours of paid vacation after one year of employment, with additional paid time off increasing according to tenure. Personal days: 40 hours of personal leave annually to support individual needs, appointments, rest, and work-life balance. Paid holidays: Seven paid holidays each year. Wellness support: Paid gym membership to encourage physical activity and personal well-being. Product discounts: 50% discount on eligible company products. Work-life balance: A remote-first environment that recognizes employees' responsibilities outside work and aims to support flexibility and personal well-being. Professional impact and growth: The opportunity to establish analytics and experimentation standards, influence executive decisions, and shape the growth strategy of a substantial DTC business. Autonomy and ownership: Significant responsibility and freedom to develop measurement frameworks, experimentation processes, and reporting capabilities from the ground up. Collaborative environment: Direct partnership with senior leadership and cross-functional teams, with the opportunity to make a measurable impact on customer experience and business performance.