Reformation
Who We Are:
Reformation is a fast-growing company that proves fast fashion and sustainability can coexist. With both our HQ and our own factory based in Los Angeles, we combine stylish, vintage-inspired designs with sustainable practices. We release limited-edition collections every week on our website and in our brick and mortar stores.
We are a future focused organization committed to the belief that the problems facing our planet and society can be solved through innovation, common sense and education. Being naked is the #1 most sustainable option. We’re #2.
Customer Insights & Strategy Analyst
Reformation is looking for a Customer Insights & Strategy Analyst to join its fast-growing Customer team, reporting to the Head of Customer Insights. They will be responsible for leading customer research and analytics projects that support the 3 pillars of the team: Customer Insights, Customer Strategy & Activations, & Customer Love (our customer service team). Their work will be critical to establishing a culture of customer-centricity at Ref and informing the strategic direction of the business – the insights from their work will support new strategic initiatives, merchandising, marketing, digital excellence, and retail stores. This is a new function at the company and is a great opportunity for someone who is excited about helping to build something from the ground up. The ideal candidate for this role is intellectually curious, obsessed with customers, loves translating data and insights into strategy, and is an excellent problem solver & communicator.
What You’ll Do:
Support the rollout of our new customer segmentation by leading research & analysis to build out personas and socializing the team’s work to drive alignment across the company on which segments to focus on and how to best serve them
Partner with our Customer Love team on social listening and sentiment to understand key customer friction points and feedback. Help re-evaluate CSAT survey and design to maximize responses & feedback capture
Manage our newly relaunched NPS program and integrate learnings into company reporting & decision-making processes
Launch a Brand Awareness survey and lead recurring reporting
Help stand up and manage a Ref customer panel for surveys, interviews, workshops, etc.
Code, deploy, and analyze surveys; build dashboards & presentations to summarize key learnings and their implications for the business
Lead & synthesize qualitative research with current & target customers
Analyze customer data and third-party data sources to identify trends & opportunities
Create “Voice of Customer” monthly report for business partners and leadership team
What You’ll Need:
2+ years of experience in Management Consulting, Customer Insights, or another analytics/research-focused role (ideally with experience in the Retail, Fashion, or Luxury Goods industries)
Strong data analysis skills with proficiency in data analysis related to customer research
Experience or familiarity with survey tools (e.g., Qualtrics), primary research platforms (e.g., Dscout, UserTesting), panel providers (e.g., Dynata, Lucid), secondary customer data sources (e.g., SecondMeasure), & tools for analyzing customer data (e.g., Looker)
Familiar with varying methodologies & inputs such as social listening, user testing, interviews, behavioral data, customer segmentation, campaign measurement, etc.
Excellent written and verbal communication
A deep curiosity and a desire to challenge conventional wisdom. A strong desire to continually use data and innovation to evolve strategies & process
The ability to think strategically and problem solve creatively
The flexibility to adjust quickly, shift between topics & projects, & deliver outstanding work in a fast-paced, sometimes ambiguous, and continuously evolving environment
A kind and empathetic partner who enjoys collaborating with cross-functional teams
A passion for the Reformation brand, products, and sustainability mission
Benefits & Perks:
Health, vision, and dental insurance for eligible employees
Paid vacation, sick, holidays & volunteer time-off for eligible employees
Mission based company + casual and entrepreneurial work environment
Clothing discount, dog-friendly office, company events + parties and much more
401K with company match
To Apply:
Please submit your resume and a short cover letter telling us about yourself and why you are a great fit for Reformation!
Reformation requires all employees to be fully vaccinated for COVID-19 prior to starting work. Reformation is an equal opportunity employer, and will consider requests for exemption from this policy as a reasonable accommodation where it can do so absent undue hardship, consistent with federal, state, and local law.
The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status
Some light reading – Vogue, Forbes, Eco-Age
CCPA disclosure notice here.
To apply for this job please visit boards.greenhouse.io.