Experience Analytics Manager

1. Key Responsibilities: Experience Performance Intelligence

• Consolidate and analyze performance across events, services, clienteling, specialists, and non-sales KPIs.

• Identify key performance drivers and barriers impacting experience outcomes.

• Translate performance data into actionable recommendations for Experience Lead and field teams.

• Support prioritization of experience investments through data-driven evaluation.

Event Portfolio Analytics

• Evaluate performance of the overall event portfolio across recruitment, retention, loyalty, and sales objectives.

• Compare effectiveness of event formats, locations, client segments, and investment levels.

• Identify optimal event mix and resource allocation opportunities.

• Recommend future event strategies based on performance trends and ROI analysis.

Event Target Audience Analysis & Optimization

• Partner with CX to identify target client segments for each event type based on client profiles, lifecycle stage, category affinity, and commercial objectives.

• Evaluate historical event performance by client segment to determine which event formats are most effective for recruitment, retention, tier upgrade, or reactivation objectives.

• Develop recommendations on target audience selection, invitation strategy, and event capacity allocation to maximize business impact.

• Support Experience Lead in defining event portfolio strategy through client and event performance analytics.

Experience ROI & Investment Effectiveness

• Develop framework to evaluate ROI and effectiveness of experience-related investments.

• Assess business impact of events, services, specialists, and clienteling programs.

• Measure short-term and long-term value generated from experience initiatives.

• Support Experience Lead in investment prioritization and budget allocation decisions.

Service & Clienteling Effectiveness Analytics

• Analyze service and clienteling performance to identify behaviors associated with higher conversion, retention, and engagement.

• Compare performance across POS, specialists, and service formats.

• Identify best practices and scalable success factors.

· Recommend actions to improve effectiveness and productivity.

Experience Dashboard & Governance

• Develop and maintain comprehensive experience performance dashboard.

• Consolidate KPI performance across events, services, clienteling, specialists, and recruitment initiatives.

• Ensure consistent KPI definitions, reporting standards, and data governance.

· Facilitate monthly experience performance review process.

Specialist & Expert Performance Analytics

• Monitor and analyze performance of Skincare Specialists, Fragrance Specialists, Makeup Specialists, and Experts across POS.

• Develop specialist performance dashboards covering productivity, service conversion, recruitment, client retention, category penetration, and clienteling effectiveness.

• Identify top-performing specialists and success factors contributing to superior results.

• Analyze performance gaps and provide recommendations to improve specialist productivity and utilization.

• Evaluate effectiveness of specialist deployment by POS, client profile, and category strategy.

• Support Experience Lead and Service Leaders in specialist allocation, capability development, and performance improvement planning.

Best Practice & Opportunity Identification

• Identify top-performing counters, specialists, event formats, and service models.

• Analyze success factors and share best practices with Experience Lead, Service Leaders, and Retail Managers.

• Highlight emerging risks and opportunities requiring management attention.

· Support continuous improvement initiatives across the experience ecosystem.

2. Key Performance Indicators

· Event ROI Improvement

· Service Conversion Improvement

· Clienteling Conversion Improvement

· Non-Sales KPI Visibility & Accuracy

· Experience Dashboard Utilization

· Best Practice Replication Rate

· Actionable Recommendation Adoption Rate

· Experience Investment Effectiveness

3. Role Specification / Core Competencies

· Strong analytical capability (data structuring, KPI modeling, root cause analysis)

· Business acumen in retail/POS performance and client behavior

· Ability to translate data into actionable and practical recommendations

· Advanced data handling and visualization skills (Excel, BI tools)

· Cross-functional communication and stakeholder influencing skills

· High attention to detail and data accuracy discipline

· Structured problem-solving and continuous improvement mindset

4. Academic / Professional Experience

· Basic requirement

• Bachelor’s degree in Business Administration, Consumer Behavior, Economics, Statistics or a closely related field

• Minimum 10 years of progressive work experience in sizable multinational organizations

· Preferred

• Experience in consumer goods, retail or luxury industry

• Experience in POS management

• Experience in planning and executing large-scale commercial events

• Strong data analytics capabilities

• Solid understanding of department store retail operations

5. Key Interactions / Stakeholders

· CX team

· Promotion team

· Retail Management team

· POS Leaders & Expert & Specialists

· Experience & Service Partner