Director, Customer Strategy & Analytics - Boca Raton , Florida, United States, 33481

Company Overview:

At ADT, we've been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit or follow us on Twitter , LinkedIn , Facebook and Instagram .

Position Summary:

The Director, Customer Strategy & Analytics leads a team that provides leadership on the use of data and analytics to manage customer experience and go-to-market strategies for existing customers. In doing so, he/she is responsible for driving revenue/profitability and overseeing performance management of key initiatives. He/she must be adept at communicating a compelling vision and building engagement and alignment through exceptional people leadership, outstanding talent development, and effective communication and collaboration.

The Customer Experience and Operations Department (CXO) Advanced Analytics team is focused on the creation of customer value through the use of data science and deep analytics to influence and lead major initiatives across CXO business units and partners, drive strategy creation and support Existing Customer planning and forecasting in partnership with Finance.

Position Responsibilities:

FUNCTIONAL

  • Partners with the VP, CXO Advanced Analytics to develop, syndicate and oversee strategies to manage the customer experience and value optimization of ADT existing customers
  • Uses data driven approach to identify insights and plans that drive our go-to-market approach for existing customer transactions - namely upsell/cross-sell, relocations, saves, collections and proactive communications, customer support and outreach
  • Support the pricing team in efforts to manage existing customer pricing, offer management and margin management practices and offer execution
  • Develops deep insight into the sources and causes of attrition and potential paths to attain ADT goals for attrition
  • Works directly with customer experience and operations business leads and CXO BI, marketing, sales New Business, Products and IT leadership, peers, legal and HR to drive execution and measure results for existing customer channels, identify all critical metric
  • Analyzes subscriber trends and dynamics and partners with CXO Customer Experience team in the improvement of the customer experience and customer journeys to create best-in-class experiences as measured by customer Net Promoter Scores (NPS) and lowered attrition
  • Uses segmentation and path for implementation of segmentation to improve personalization, loyalty programs, and propensity modeling to improve the company's communication and cross-sell/upsell activities.
  • Analyzing credit scoring and other risk-based policies, fraud and collections activities.
  • Works with the Call Center queues (account management, collections, relocations, Existing customer sales), and digital teams to optimize operating performance and identify opportunities to apply advanced analytics to assist in solving key challenges
  • Collaborates with Finance and other areas to build and maintaining core performance and Lifetime Value models by micro-segment for the business ensuring those models tie with the subscriber economics published in management reports
  • Prepares content and processes to automate for business reviews across segments/channels, partnering with peers, finance and marketing
  • Manages the Learning Agenda and Test and control priorities in support of the ADT existing customer operating model and go-to-market strategies
  • Enables effective use of platforms and tools (Salesforce, Data platforms, Machine Learning tools) and uses outputs to prescribe courses of action to address critical behaviors that are then translated into action across the Enterprise to provide recommendations to CXO, Marketing, Sales and IT
  • Partners on efforts towards development and build out of data warehouse roadmap and tools in support of the above
  • Developing expertise that is utilized across the organization and tap the various databases where information currently resides.
  • Ownership, development and audit of predictive modeling in partnership with the other Business Units' Analytics teams (Marketing, Sales, Field Operations)

LEADERSHIP

  • Leads a functional team by providing clarity of vision and expectations; role modeling effective coaching and performance feedback, prioritizing resources; facilitating alignment of the team.
  • Develops and executes a strong talent management plan including talent assessment, selection, empowerment, coaching, motivation and retention of top talent; builds and develops succession plans and pipeline of talent.
  • Cultivates employee engagement and positive employee relations environment through robust and regular employee communications, performance feedback, reward and recognition culture, and focused employee development.
  • Employs a diverse and creative communications framework to align employees and generate understanding and commitment to achieving the business plan.

MANAGEMENT

  • Partners effectively across business channels (Residential, Small Business, Commercial, etc.) and functions (Operations) to ensure effective delivery of support services. Effectively solves problems or issues related to broader sales support challenges.
  • Ensures compliance and the highest ethical standards in all processes.
  • Creates the vision and fosters a culture of accountability for implementing actions that support customer service excellence.
  • Advocates and ensures corporate programs and initiatives are executed effectively and in alignment with ADT corporate strategy.


Job Requirements:

Education:

  • 4-year college degree in business administration, analytics, or economics or other related field of discipline or equivalent experience. MBA with several years of applied work experience ideal.

Experience:

  • Minimum 10 years of managing and leading teams, with 5 years or more in data and analytics or GTM customer management, preferably within a service, security or subscriber based business; both business to consumer and business to business.
  • Experience with several or all the following: Tableau, MS Office (full suite), Share Point, Salesforce, Database management, SQL and Python as well as other machine learning packages, Big Data analytics and tools
  • Assessing, coaching, and developing talent and managing multi-disciplinary organizations
  • Establishing business direction and executing strategy development and implementation
  • Influencing business decisions in a highly matrixed organization
  • Prior experience at a major strategy consulting firms as Associate or Engagement Manager equivalent level is preferred
  • Prior experience overseeing a data and analytics team is preferred

Skills:

  • Hands-on knowledge of SQL is preferred
  • Strategic thinking
  • Strong oral and written communication skills at the Executive Leadership level

ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at to learn more.