S'more about the team

HelloFresh Canada is looking for a Retention Analyst to be a gatekeeper of customer satisfaction. They ensure that the voice of the customer is not just heard but understood and acted upon. Through their meticulous work, they will support the organization by; enhancing the customer experiences, development of products that resonate with our customers, and maintaining a competitive edge.

Lettuce share what this role will be responsible for

• Gather fragmented, raw, and/or unstructured customer feedback from surveys, interviews, online reviews, and social media and transform it into meaningful insights that guide product development, service enhancement, and customer interactions with precision.
• Create detailed reports and presentations, utilizing visualization techniques that summarizes the chronicles of the customer's experience, capturing their joys and pains for the organization to see.
• Collaborate closely with various departments, including marketing, product and operations to ensure that the insights from customer feedback spreads through every aspect of the organization, leading to holistic improvements in products, services, and customer interactions.
• Supporting stakeholders in all areas of the business with ad hoc requests, including but not limited to test setup and analysis, primary research via surveys and/or focus groups and general analysis.
• Be the central owner of active customer communication, maximizing the use of in-box inserts to reach customers with the right message, at the right time, through the right channel
• Conduct surveys, focus groups, community meet ups ,and  product feedback collection as needed.
• All other duties, as assigned 

Sound a-peeling? Here's what we're looking for

• 2+ years of experience, preferably in analytics, strategy, consulting, or other related field
• Strong business acumen, with an understanding of how different areas of the business function and interact, including but not limited to marketing, product, finance, operations, and logistics
• Intermediate SQL with a strong understanding of relational databases and ability to write queries using multiple tables from scratch
• Advanced knowledge of Excel/GSheets capabilities, including advanced formulas, pivot tables, and data modeling
• Communication skills; ability to translate complex ideas to different audiences
• Strong storytelling ability; able to translate insights from ideation into business impact
• Intellectual curiosity: you always want to know the “why” and you go beyond the scope of a given assignment to get your answers.
• Preferred:
• Understanding of statistics, including a/b testing, regression analysis, etc.
• Experience in primary research including survey creation and analysis
• Experience using/creating dashboards in Tableau

Let’s cut to the cheese, this is why you'll love it here

• Box Discount - Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
• Health & Wellness -Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
• Vacation & PTO -Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance. 
• Family Benefits - A parental leave top-up program for expectant parents.
• Growth & Development - We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
• Work Hard & Have Fun - From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives - With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.
• Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!

Flexible Hybrid Approach

At HelloFresh, we know that flexible work arrangements are essential in enabling you to do your best work, while balancing your personal and life needs. Offering remote work flexibility, along with the opportunity to interact and collaborate in the office are all a part of creating a great employee experience. 

To meet these needs, we are pleased to provide Flexible Hybrid work. Flexible Hybrid is a people-first approach that is based on choice, trust, personalization, and empowers teams to choose when and how often they work from the office and work from home, in addition to team days and company days. This means a minimum of 2 days in office per week, with most teams in office between 2-3 days a week.

#LI-HYBRID

Working Conditions

It’s no surprise that as a food company, we use many ingredients that may be considered common allergens (i.e. peanuts, tree nuts, milk, etc.). Whether this role is based out of our headquarters or one of our distribution centers, it is possible that you may be exposed to such allergens in this role. If you have any concerns with being exposed to any particular food ingredients, including meat, please disclose this during the hiring process.