Sr Customer Analyst

Company Summary

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we're just getting started!

Primary Function:

The Sr Customer Analyst will be responsible for generating insights from the customer database to inform the company's customer strategy and business decisions across the organization with the goal of increasing revenues per customer. You will utilize customer segments to deeply understand various cohorts which will inform business and marketing strategy. You will be responsible for evolving these strategies to keep up with ever changing business and customer needs; improve effectiveness and efficiency; and drive bottom up data driven recommendations to deliver revenue growth from our consumer base. Beyond traditional analytics, this role will help integrate AI-enabled workflows and automation into customer analytics processes, including experimentation with LLMs, workflow orchestration, and scalable insight generation tools.

The successful candidate is passionate about ecommerce business, learning about all aspects of the Zoro business and collaborates well with others. Our aggressive growth goals mean that your day-to-day responsibilities and projects can vary greatly-which means all the more opportunity for you to make an impact!


Duties and Responsibilities:

• 3+ years of experience using analytics to solve business problems
• Be a subject matter expert in customer segments to gain a deep understanding of customer behavior that informs acquisition, activation, engagement, and retention strategy
• Responsible for managing advanced analytical marketing projects and collaborating with internal business partners to support strategy development and tactic planning
• Leading the end to end analytical process: receive and evaluate business partners' requests, develop an analytical plan and methodology, confirm analytical plans with business partners, implement data analyses, and provide recommendations.
• Provide analytic support for key business activities (strategic initiatives, campaigns design, customer segmentation strategy, merchandising optimization etc.) including data mining, analysis, presentations, and customer table development
• Lead monthly review meetings to share insights/learning from the business data, and also provide updates on key analytical projects
• Design and make use of AI-driven systems (e.g., customer analysis automation) that connect AI agents to internal data pipelines and business workflows to drive customer insight

Qualifications:

• 3+ years' in progressive business experience in marketing analytics, database marketing, data mining, and statistical modeling. Experience with advanced data analysis in an ecommerce or a top-tier consumer-focused company (in technology, consumer goods or retail domain) are required
• Have prior experiences in assisting business decision making through data mining and machine learning in a retail or ecommerce environment
• Demonstrated proficiency in SQL, Python and relational databases and modern BI and visualization tools such as Looker, Tableau, or similar platforms.
• Strong communication and stakeholder management skills in order to collaborate effectively with business stakeholders. Must be able to interact cross-functionally and drive both business and technical discussions
• Demonstrated ability to solve complex business problems using large-scale customer and transactional datasets
• Experienced in leading advanced analytics projects and designing analytics R&D projects specifically for Agentic workflows and orchestration
• Master's degree in quantitative fields such as Statistics, Engineering, Operational Research, and Economics preferred
• Proficiency in Microsoft Office or Google Workspace: spreadsheet and presentation creation
• Knowledge of Google Cloud (BigQuery, VertexAI, etc.) a definite plus

Total Rewards

Zoro's total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance. Total compensation will be highly competitive.

In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
• 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
• At least 18 paid time off days annually for full-time employees and 6 company holidays per year
• 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
• Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
• Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
• Employee discounts and admission to various civic and cultural institutions around Chicago
• Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views

For additional information and details regarding our benefits and our parent company, W. W. Grainger, please click on the link here.

The pay range provided is not a guarantee of compensation. The range listed reflects the expected base pay for this position at the time of posting, based on the role's job grade. Actual compensation may vary depending on factors such as location, relevant experience and individual qualifications.

Illinois

$78,900-$131,600 USD

Our Culture

Zoro was founded in 2011 with a simple idea: make it easy for businesses to get the tools, parts, and supplies they need to keep things running. We've grown by staying curious, moving quickly, and solving everyday challenges in smart, practical ways. Backed by W.W. Grainger and inspired by our endless assortment business model, we're on a clear path toward our next big milestone: $2 billion in revenue-and beyond.

At Zoro, we don't just follow a playbook-we help build it. You'll get to work on real problems with a supportive team that shares ideas freely, learns from each other, and celebrates wins together. Our culture is grounded in values that guide how we show up every day: Winning & Learning Together , Being Customer Obsessed , Being Transparent , and Taking Ownership . We don't have all the answers, but we're always asking good questions.

Zoro's culture has been recognized by Fortune, Best Places to Work, and Built In Chicago-but the recognition we care about most comes from our team members, who make this place what it is.

We also know that flexibility matters. Our hybrid work model gives you space to focus and the flexibility to live your life - asking team members to be onsite at least two days a week. Our Chicago HQ (right above Ogilvie Transportation Center in the Accenture Tower) is always open and ready for connection, collaboration, or just a good cup of coffee.

At Zoro, we're growing fast toward big aspirations - and we're continuously excited about the new challenges we get to solve together.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status, or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are also committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment. Should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview, or hiring process, please advise us so that we can provide appropriate assistance.