Analyst-Digital Commerce

Please note, the ideal candidate for this role will need to be located in a commutable distance from our corporate office in Mooresville, NC or be open to relocation, as eligible.

Your Impact

Under the supervision of a Manager, Digital Commerce, the Analyst, Dropship Returns will support returns reduction and incremental margin recovery through thorough review of various reports, voice of customer tools and raw data sets, synthesizing findings into actionable insights for improvement. The Analyst, Dropship Returns will partner with and influence cross-functional teams and third-party vendors to translate opportunities into effective strategies to reduce returns, improve margin recovery and deliver an improved customer experience. They will also serve as a project lead on key initiatives focused on Dropship returns reduction, profit recovery and delivering a best-in-class customer experience. Additionally, the Analyst, Dropship Returns will contribute to the achievement of Objectives & Key Results for the broader Dropship business, while positioning themselves as a key partner within the greater Digital Commerce organization.

• Regular review of Dropship returns reporting (Voice of Customer, Returns Dashboards, Claims Reporting, etc.) and related datasets to identify common themes or patterns driving returns of Dropship products (e.g., missing parts, damages, wrong item received, poor quality, etc.) and complete root cause analysis to develop strategies that address opportunities.
• Build and maintain strong relationships with key cross-functional partners across Lowe's (Brand Advocates, Contact Center, Finance, Merchandising, Product Management, Store Operations, Supply Chain, Technology, Vendor Relations, etc.), collaborating with and influencing these groups to translate opportunities into actions.
• Engage with third-party vendors as needed and collaborate on opportunities to reduce returns or improve recovery.
• Monitor industry trends relative to Dropship returns while partnering closely with the Digital Commerce Post Order Team to identify opportunities and develop strategies for improving the customer experience relative to returns.
• Create business cases in support of proposed projects and initiatives, compiling qualitative and quantitative data to illustrate the impact on Lowe's Digital Commerce business and inform prioritization.
• Partner with product and technology teams to facilitate the crafting of business requirements in support of the development of key technology solutions.
• Manage and track key Dropship return deliverables and commitments underway with partner teams to ensure completion.
• Serve as the business lead for key Dropship returns programs (e.g., Special Order Sales Packaging Inspection Program, Dropship Returns Outreach Program, etc.) monitoring execution, tracking results, and escalating issues where appropriate.
• Serve as a subject matter expert in the Dropship returns space, providing guidance and/or tangible outputs to cross-functional partner teams when consulted as part of projects, initiatives, or ad-hoc requests.

• Bachelor's degree in business administration, management or related field
• 3 - 5 years relevant experience
• Experience working with cross functional teams, data and financial analysis, and understanding core supply chain principles.
• Experience in 1 or more: PowerBI, SQL, Teradata, MS Access, VBA, Excel, or Data Mining and visualization
• Excellent written and verbal communication skills, including ability to develop presentations and analytical documents for presentation to leadership.

• 3-5 years experience in retail merchandising, inventory planning, vendor performance management, assortment planning or forecasting roles.