Assistant Vice President of Customer Relationship Marketing: Suburban Cincinnati
My client, a multi-channel retailer, is looking for an Assistant Vice President of Customer Relationship of Marketing. This is a strategic role; not a technical role. Will supervise 7 internal candidates as well as two outside agencies.
GENERAL FUNCTION:
Leads the retention efforts for all Company brands by leading the development of knowledge and actionable insights for CRM strategy, programs, and campaign management as well as for general marketing and business initiatives. Responsible for leading CRM, Analytics and database marketing/management programs for all brands. Leads analysis of customer and financial information to enhance marketing strategies and tactics for database of 60MM customers. Bridges database learnings and brand business understanding to deliver brand objectives for retention.
Provides insight into and makes recommendations regarding the customer contact strategies for all brands. Serves as part of the following teams within the CRM organization:
- Customer Db Data Management
- CRM Strategy Management
- Analytic Intelligence
- Campaign Management
MAJOR DUTIES AND RESPONSIBILITIES:
• Leads past customer retention and new customer acquisition by building customer relationships through direct marketing channels. These channels include but are not limited to :
Direct mail
- E-mail
- Phone
- Customer loyalty programs
• Leads customer intelligence initiatives.
• Leads analysis to determine impact of CRM initiatives and programs on short and long-term sales, ROI. Develop customer LTV metric.
• Leads development and implementation of CRM strategies and plans to retain customers which meet brand objectives
• Develops strong understanding of key drivers of brand business to identify insights to drive future plan strategy and plan development
• Summarizes and presents results of analysis including insights and recommendations on action steps affecting CRM strategy and tactics.
• Designs and implements sound experimental test designs for CRM initiatives and programs.
• Designs and implements sound analytic approaches to general marketing and business questions.
• Leads team of customer Db data management, IT and external data management and marketing analysis agencies to develop and implement solutions for reporting results of CRM initiatives and performing CRM analysis.
• Manages external marketing analysis agencies to ensure analytic quality standards are met and deliverables happen on time.
• Partners with Db Management and Campaign Management functions to ensure proper execution of direct customer contact strategies, tactics, and experimental test designs according to overall CRM objectives and within budget.
• Leads strategy development and planning of corporate database management for all brands.
• Proposes and directs implementation of customer database short and long-term vision plans.
• Oversees database initiatives to ensure Company/Brand priorities are being met.
• Provides vision and direction to external vendors and internal support team.
• Oversees Development and implementation of test plans to increase response and improve program efficiency.
• Oversees Analysis of program results and tracks ROI/Customer Retention.
- Communicates customer insights to brand groups/upper management.
• Continuously aware of and testing new technology, methodology and programs to advance learning and results
KNOWLEDGE AND SKILLS:
• Strong understanding of all facets of Database Marketing including ROI, LTV, RFM and direct marketing campaign management technology and processes.
• Understanding of current CRM analysis techniques including experimental test design, response analysis, predictive and lift models, segmentations, regressions, univariate and multivariate analysis, CHAID, data mining, etc.
• Strong orientation to analytical rigor, problem solving and critical thinking
• Project and team leadership skills
• Familiar with SAS and/or SPSS and Financial analysis experience
• Budget/ financial plan development and management skills
• Knowledge of the development of customer contact strategies and tactics
• Strong written and oral communication skills
• Ability to pull and communicate insights and actionable recommendations from data and analysis results
• Ability to communicate complex analytic results and insights to less technical audiences
• Ability to identify, train and motivate talent to deliver objectives
EDUCATION:
Bachelors Degree is required
Advanced degree a plus
EXPERIENCE:
10-15 years of related experience which includes:
- Project leadership
- Direct marketing
- Email marketing
- CRM strategy development
- Financial analysis and/or CRM analysis
- Database management
- Team development and Leadership
- ***Candidates from a large retailer or big agency highly preferred***
COMPENSATION:
Competitive salary range commensurate with education and experience.
Apply directly to Holly by calling 1-800-349-8463 and/or sending your resume in Word format to: holly@dcmstaffing.com. Please list your subject line as: "AVP Candidate: (Your Name)".
