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 As a vital member and leader of the Customer Strategy team, the Customer Strategy Director provides direction to members of the Customer Strategy team and works closely with executive leadership to identify, influence and implement customer-centered growth initiatives. The Customer Strategy team is part of the Strategy & Customer Insights group (which also includes the Customer Analytics, Customer Research, and Performance Measurement teams) and works with all parts of the organization including Marketing, Merchandising, and Store Operations to create customer-driven growth initiatives. Candidates will need to demonstrate the ability to initiate and then lead multiple efforts that (a) generate customer insights from available data sources (e.g., customer databases, primary market research, etc.), (b) use those insights as the basis for generating new corporate initiatives, and (c) initiate and oversee these change initiatives within the organization.

• Coordinates with VP of Customer Strategy, EVP of Strategy and Customer Insights, and the broad executive team, to identify and prioritize areas for analysis.
• Applies analytical rigor to complex business issues and translates customer insights into financially viable retail initiatives.
• Collaborates with Customer Analytics, Customer Research and Performance Measurement teams to identify, execute against and measure business improvement opportunities.
• Designs and executes pilot programs to empirically test new business concepts Synthesizes disparate information into pragmatic insights, and translates insights into action.
• Leads and prioritizes cross-functional team activities.
• Coaches and develops Customer Strategy team members.
• Develops and presents communications (e.g., research findings, project recommendations) to senior management.
• Builds relationships with senior level executives throughout organization and establishes themselves as business partner in the development of customer-based growth initiatives.

• Highly skilled in problem solving especially in situations of high ambiguity.
• Ability to apply analytical and quantitative rigor to understand complex business scenarios.
• Active curiosity?Must enjoy gathering and digging deeply into data to identify issues and solve problems.
• Leads and prioritizes cross-functional team activities.
• Strong work ethic complemented by a positive, can-do attitude.
• Proficiency in a broad array of marketing, advertising, and sales disciplines including direct marketing, CRM, sales force management/effectiveness, telemarketing, advertising, and loyalty programs.
• Extensive project planning and management experience leading cross-functional teams to successfully implement enterprise wide initiatives.
• Familiarity with standard customer insights techniques: qualitative (e.g., focus groups, user experience) and quantitative market research (e.g., surveys), marketing analytics (e.g., marketing ROI, marketing spend effectiveness), statistical (e.g., regression, CHAID) and economic (e.g., financial forecasting) modeling, customer segmentation (e.g., behavioral, needs/attitudinal), and customer profitability analysis (lifetime value).
• Extensive project planning and management experience leading cross-functional teams to successfully implement enterprise wide initiatives.
• Excellent PowerPoint and Excel skills.
• 5-8 years professional experience in: CRM (non-technical fields), management consulting, retail (store operations, merchandising), marketing, or strategic analysis.
• Bachelors degree from four year college or university; MBA or other advanced degree strongly preferred.

As a vital member of the Customer Strategy team, the Customer Strategy Manager provides works closely with executive leadership to identify, influence and implement customer-centered growth initiatives for my client. The Customer Strategy team is part of the broader Strategy & Customer Insights group (which also includes the Customer Analytics, Customer Research, and Performance Measurement teams) and works with all parts of the organization including Marketing, Merchandising, and Store Operations to create customer-driven growth initiatives. Candidates will need to demonstrate the ability to initiate and then lead efforts that (a) generate customer insights from available customer data sources (e.g., customer databases, primary market research, etc.), (b) use those insights as the basis for generating new corporate initiatives, and (c) initiate and oversee these change initiatives within the organization.

The Customer Strategy Manager will partner with the other teams within the Strategy & Customer Insights group including Customer Analytics, Customer Research, and Performance Measurement and with the broader organization including Marketing, Merchandising, and Store Operations. The Customer Strategy Manager will leverage the existing work by their partners in the Strategy & Customer Insights group as well as initiate new insight development efforts; the latter could span the identification/development of new data sources to applying new insight development approaches to existing data. These efforts by the Customer Strategy Manager are expected to lead to specific customer-driven growth initiatives (e.g., multi-channel direct marketing, store-level merchandising strategy, marketing spend effectiveness). Finally, they will be active leaders of these initiatives as they are taken from concept, through testing, to final implementation. Once proven out, these initiative will then be handed off to their long-term business owners in the organization (e.g., marketing).

• Coordinates with VP of Customer Strategy and EVP of Strategy and Customer Insights, and the broad executive team, to identify and prioritize areas for analysis.
• Applies analytical rigor to complex business issues and translates customer insights into financially viable retail initiatives.
• Collaborates with Customer Analytics, Customer Research and Performance Measurement teams to identify, execute against and measure business improvement opportunities.
• Designs and executes pilot programs to empirically test new business concepts Synthesizes disparate information into pragmatic insights, and translates insights into action.
• Leads and prioritizes cross-functional team activities.
• Coaches and develops Customer Strategy team members.
• Collaborates with Customer Analytics, Customer Research and Performance Measurement teams to identify, execute against and measure business improvement opportunities.
• Designs and executes pilot programs to empirically test new business concepts.
• Synthesizes disparate information into pragmatic insights, and translates insights into action.
• Leads and prioritizes cross-functional team activities.
• Builds relationships with executives throughout organization and establishes themselves as business partner in the development of customer based growth initiatives.
• Develops and presents communications (e.g., research findings, project recommendations) to senior management.

• Maximize file penetration and performance through development of new client file strategy, segmentation, and list selection.
• Ensure accurate execution of all statistical regression models developed by statisticians.
• Communicate with internal departments in a clear and timely manner.
• CPAM (Cost Per Acquired Member) & Budget
• Ensure monthly CPAM preparation for assigned client base.
• Accurately estimate annual member flow for yearly Budget process of Direct Marketing/TeleMarketing.
• Track campaign performance for ad-hoc reporting and statistical analysis.
• Chaid Modeling & Product Research
• Build/plan Chaid and regression models prior to campaign date.
• Ensure accuracy of sample prepare requests and scoring programs.
• Update Scorecard monthly and Joblog weekly
• Support company wide retention efforts and maximize lifetime value of members.
• Support Product, Strategy and Sales groups for all requests regarding market research, segmentation analysis and CRM.

• MS in statistics or related disciplines (e.g., economics, sociology, demography, mathematics, computer sciences).
• Familiarity with PC spreadsheets: Excel, PowerPoint, Microsoft Word and Microsoft Access.
• Knowledge of techniques related to decision tree algorithms, such as CHAID and CART.
• Fluency in SAS environment - MVS, JCL,TSO.