Director, CRM Strategy and Data Analytics will be responsible for the development/implementation of a comprehensive CRM strategy for P&C inforce customers. Through the use of consumer data and analytics, will provide actionable insights and recommendations and drive execution of segmented campaigns to drive retention and cross-sell.
Functional Responsibilities
Work with Customer Experience, Product Management and Sales leaders to develop omni-channel marketing campaigns targeted to purposefully steer customer behavior. Efforts will result in increased customer loyalty, retention, cross-sell and overall profitability.
Work at both the strategic/conceptual level and tactical/implementation level.
Develop data analytics strategy based on customer lifetime value model and segmented approach to execute campaigns and track results.
Track and report customer segment performance and established KPIs
Solve business problems by developing practical solutions through the application of quantitative methods
Drive time-sensitive marketing campaigns, manage external vendors, partner with internal stakeholders and communicate results to senior management.
Participate in the advancement of targeting techniques and CRM strategies to strengthen relationships with our customers.
Maintain working knowledge of competitive landscape – share findings and make program enhancement recommendations
Support a culture of fail cheaply, learn often and succeed quickly. Actively participate in hypothesis testing including test design, implementation and analysis.
Full people management responsibilities, including hiring, firing, promotions, performance and compensation management, and training and development.
Job Requirements
Basic Required Qualifications
Minimum 7 years of experience leading CRM strategy and execution
Proficient with SAS, SPSS or other statistical software
Proven experience driving significant change in a diverse organization
Strong analytical, technical and/or statistical skills with proven ability to process large datasets into meaningful information
Extremely competent in quantitative analysis, regression, data manipulation, and critical thinking
Intrinsic ability to look at data and identify patterns, problems, or analysis opportunities
Proven track record for creating and managing successful customer marketing programs; end-to-end from strategy to deployment through analysis
Well versed in marketing practices that use data, content and technology to influence customer behavior
Must have exceptionally strong presentation skills and comfortable delivering strategy content to an executive audience
Able to successfully manage a diverse set of projects simultaneously
Preferred Qualifications
Bachelor’s degree
Excellent verbal and written communication skills
Education Required
High School Diploma/GED
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