Analytics Manager, Customer Lifecycle

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more.

With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health. We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers.

In January 2021, the company was listed on the NYSE and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

About The Role:

As Manager of Customer Lifecycle Analytics you will be empowered to write the playbook on our knowledge of the customer. Your knowledge of customer retention, analytics methods, combined with your strong organizational and communication skills will determine how we evolve key areas of the customer experience. In this role you will be fully remote and report to the Senior Manager, of Experimentation and Customer Lifecycle.

You Will:

• Help redefine how we measure customer success and re-engagement
• Distill our knowledge of the consumer into playbooks, data visualizations effectively putting knowledge into action that helps out business make decisions better
• Outline the customer journey, and identify levers the business can pull to delight our customer and create sticky experiences
• Conduct landscape analyses that distill our knowledge of a customer into easy to understand visualizations, and KPIs
• Create a customer focused analytics roadmap and curate a reporting strategy for our membership health and growth teams
• Collaborate cross functionally with analytics teams, engineering teams, and groups of passionate stakeholders dedicated to improving our customer experience
• Own analytics on our customer lifecycle team: conducting analyses that seek to understand key customer touchpoints, differences in customer segments, and ultimately drive optimizations that streamline our customer experiences leading to stronger customer retention and satisfaction
• Create multivariate models that showcase the key drivers of customer retention and churn

You Have:

• 5-7+ years of analytics experience
• Advanced knowledge of data visualization and BI in Looker or Tableau
• Comfort with ambiguity, evolving priorities, and an ability to lead a team and operate autonomously
• 3-5+ years of experience in customer marketing analytics, in particular experience with customer retention and stickiness
• Expert working with Github
• Ability to explain technical analyses to non-technical audiences
• Strong SQL skills with DBT knowledge preferred
• Strong experience in data modeling and statistics
• Experience programming in Python, SAS or R

A Big Plus If You Have:

• Built and created customer analytics teams in the past
• Extensive experience working with Data Engineering
• DBT, airflow, and Databricks experience
• 2+ years of leading analytics teams with direct reports
• Model development and training (Predictive Modeling)

Our Benefits (there are more but here are some highlights):

• High-coverage medical, dental & vision
• 401k Match
• Offsite team retreats
• Employee Stock Purchase Program
• Mental health & wellness benefits
• Unlimited PTO (10 holidays off), Mental Health days (1 day off per quarter)
• Great compensation package with equity compensation
• Access to Amazon HIMS Store to order any additional equipment to ensure you have the gear you need
• Employee discounts on hims & hers & Apostrophe online products, and Apple Store
• $75 monthly connectivity stipend (phone/internet)
• An inclusive culture where we are always seeking improvement and cherish your input
• Generous Parental Leave

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance .