Dell is seeking a consumer-oriented, data-loving marketer to join the Global CRM, Consumer and Small Business team as Director of Customer Insights. This position will be a thought leader in the organization, playing a critical role in developing the Data Strategy and Customer Insights strategies and strategic roadmap. As Director of Customer Insights, this individual will lead a 7 person cross-functional team to create customer insights that drive profitable revenue growth through omnichannel marketing, communications and engagement strategies.
The Director of Customer Insights will have the responsibility for developing a deep understanding of Dell’s global customer base to identify key opportunities. The initial focus of this group will be to lead North America, but will quickly evolve into a global role partnering with the in-market Customer Insights team members.
Strong candidates will have a proven track record of innovating in the CRM & Loyalty space, developing data strategies and producing customer insights that deliver business results and customer engagement. Candidates must also be able to lead and develop teams, work in cross-functional teams and use data to drive decision-making.
This position will report to the Executive Director of Global CRM, Consumer and Small Business and manage seven direct reports: Data, Consumer Insights, Small Business Insights, Dell Advantage Insights and Retail Insights Managers. Relocation to the location of our corporate headquarters Austin, Texas is not required. If the individual chooses not to relocate there will be approximately 20-25% travel to our corporate headquarters.
RESPONSIBILITIES
• Lead Data Strategy and Management
• Lead customer analytics and insight development
• Share insights with Marketing team and other key stakeholders
• Conduct analytics on Dell’s performance across marketing campaigns, engagement and customer interactions especially in digital, mobile and social channels
• Conduct ad hoc analytics
• Evaluate current capabilities including people, process and technology and make recommendations to enable Dell to continue to be continue to be cutting edge vs. our competitive set
• Partner with CRM team to formulate tests of offers, creative, tactics and segmentation to play out hypothesis and recommend action plans for improve performance.
• Enhance or create new segmentation strategies
• Manage database service provider
• Lead and manage customer lifecycle metrics (acquisition, profitability, churn rates, life time value, etc.) to identify opportunities and challenges in customer behavior
• Improve measurement techniques including KPIs across all marketing, communications and engagement vehicles (loyalty, catalog/direct mail, emails, retail, etc.)
• Accelerate the use of Big Data and information-based assets to promote revenue growth while keeping the customer experience at the forefront
• Grow and evolve the customer database to provide a 360° view of the customer, including requirements and data appends that will build equity in Dell’s relationships with customers; Be fully responsible for database quality and integrity at all times
• Serve as thought leader for deepening our understanding and expertise in the most effective drivers of customer acquisition, loyalty and retention
Qualifications
REQUIREMENTS
• An undergraduate degree is required, an MBA preferred
• At least 10 years of relevant experience
• Strong analytical skills
• Strong decision-making skills even when there is a high degree of ambiguity
• Strong collaborative and negotiation skills
• Strong consumer intuition which can be leveraged into business building strategies
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