CRM Analytics & Insights Manager – Ace Hardware Job Application

Job Description:

The CRM Analytics & Insights Manager will help Ace Hardware deliver on its CRM strategy by unleashing the power of consumer data and delivering actionable insights to effectively target customers. This role is new to the organization with a primary focus on using advanced analytical methodologies to propel the Ace Rewards segmentation and targeting strategy forward. This position is responsible for managing the segmentation and analysis of all one-to-one consumer touch points, and is accountable for all database hygiene. This person will partner with commercial leaders to develop growth-enabling solutions that drive every dollar we invest to work harder, be that in Ace Rewards, Marketing, or Merchandising. This individual will also take on special high-level projects as deemed necessary by the Director of Ace Rewards & Marketing Analytics.

Job Responsibilities:

• Manage all database management processes and vendors to ensure the Ace Rewards database is as accurate as possible. The processes may include data entry, National Change of Address (NCOA), email hygiene and customer append, and are coordinated with our IT partners. Partner with IT organization on improvements and enhancements to systems and tools
• Stay current with leading edge systems, methods, and best practices for data science and analytics. Innovate and lead the customer analytics knowledge development, transfer and application to cross-functional areas through training & support. Guide customer centric initiatives to ensure customer analytics is fully leveraged throughout the Ace enterprise. (Examples include the following.)
• Leverage analytic team expertise to determine effectiveness of cross-functional promotional efforts such as bounce back, new movers program, etc.
• Lead and manage the use of customer data in cross-functional analytic projects such as pre-print analysis, new store site selection, pilot store initiatives, etc.
• Initiate the use of customer analytics and expertise to enhance Advertising and Merchandising efforts and initiatives.
• Develop a team of analysts, with a focus on strengthening their analytic skillsets. Coaching and mentoring associates to develop stronger management candidates, continued growth and retaining talent is also imperative

Job Requirements:

• Partner with senior commercial leadership to understand strategic objectives and specific business challenges translate them into analytic solutions then work hand in hand with the business to drive analytic insight into action.
• Utilize advanced analytics methodology to continuously refine the customer contact strategies for all direct mail, email, mobile, custom publishing, in-store and point-of-sale promotions included in the Ace Rewards’ promotional plan for all Ace Rewards’ strategic customer segments. Perform in-depth analyses of results of current statistical forecasting algorithms towards implementing optimal selection for each product or customer grouping. Optimize the number of touchpoints to ensure maximum program effectiveness and promotional ROI
• Transform model results into predictive insights & prescriptive recommendation. Manage and communicate overall program effectiveness measures and results by translating complex analytics and models into simple, scalable tools, insights and dashboards that can be easily understood, used & actioned effectively by, but not exclusive to, Ace Rewards team, marketing, merchandising, and retail partners
• Guide the creation of interactive and creative dashboards that can be used by business leaders to gain insights that drive decision-making
• Lead and manage the response analysis for all Ace Rewards promotions and custom retailer events and promotions (see above for scope). Response analysis is done by analyzing transactional data, and modeling performance across multiple segmentation platforms to determine response rate and promotional ROI

Qualification & Experience:

• Bachelor’s or Master’s Degree in Business, Economics, Math, Statistics, or another field with a quantitative component, MBA a plus
• 5-7+ years of experience using descriptive and diagnostic analytics to help guide strategic decision-making in a business context, preferably with CRM-driven industries such as retail, entertainment, hospitality, etc.
• 3+ years of hands-on experience managing a team of data analysts and visualization specialists
• Analytical, quantitative and critical thinking expertise and proficient programming skills with an understanding of database capabilities and experience of integrating, structuring, and analyzing large amounts of data from diverse sources. – Teradata, SQL, and Alteryx experience a plus
• Expertise with statistical, econometric, and quantitative analysis techniques relevant to customer analytics and experience with statistical concepts and knowledge of Test/Control methodologies.
• Proven track record of being able to seamlessly go from raw data through complex modelling techniques to a final output that is insightful, valuable, tightly packaged and easily digestible required.
• Ability to manage several projects simultaneously and prioritize appropriately, working within tight deadlines.
• Ability to lead and influence cross-functionally among multiple departments to ensure integration of one-to-one initiatives
• Ability to communicate complex concepts verbally and in writing to colleagues with varying degrees of analytical knowledge and understanding
• Ability to create visualizations and reports that are dynamic, intuitive, and easily interpretable for a range of user types
• Demonstrated ability to develop both direct and indirect reports in complex modeling and analytic methodology while effectively prioritizing and allocating one’s own time and resources

Job Details:

Company: Ace Hardware

Vacancy Type:  Full Time

Job Location: Oak Brook, IL, US

Application Deadline: N/A

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