Director, Marketing Research, Customer Relationship Management & Analytics
The primary purpose of this job is to responsible for overseeing the ideation, development and implementation of marketing research, analytics, and CRM strategies to maximize brand growth, revenue, and member engagement. The Director of Marketing Research, CRM and Analytics will lead a team to analyze marketing campaign performance, insights and trends. In addition, this position will make recommendations to promote revenue growth, brand awareness and member engagement. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Lead and oversee team to analyze report and apply learnings from marketing campaign performances to new initiatives. Partner with Marketing Director, Brand Manager, and across multiple product teams with attention to customer insights and research, including both qualitative and quantitative methodologies. Define and oversee full analytic life cycle including data requirements, KPI definition, Measurement Planning, Reporting and Analysis Cadence / Design / Delivery, and Insights and Recommendations. Manage periodic and ongoing research initiatives to support, validate and define customer segmentation, competitive positioning, department/category strategies and other business needs Define the framework and build requirements to develop our CRM capabilities: namely increasing personalization through technology, methods, automation, and infrastructure in partnership with product analysts, IT and data management teams to support long-term brand growth. Drive asset growth and PenFed member engagement through member on-boarding, acquisition, reactivation, retention and loyalty initiatives. Actively follow industry trends and ensure team is assessing, and strategically acting on, platform and landscape changes as they occur. Plan, organize and implement studies to determine the Return on Investment (ROI) and evaluate the effectiveness of PenFed marketing campaigns and initiatives Create innovative data visualizations (eg, PowerPoint and chart templates, interactive charts, info graphics, etc.) that translate complex data into clear, concise takeaways. Education and Experience Equivalent combination of education and experience is considered. Bachelors Degree required in Marketing, Research, Business, Economics, Computer Science, Statistics, and Business Analytics. Master's Degree or MBA preferred. Minimum of eight (8) years' experience in Marketing. Minimum of five (5) years' experience in management, preferably in a financial services environment. Knowledge of research methods and techniques, statistical and other methods used in the analysis and projection of data, survey methods and analytical techniques. Ability to plan, direct and advise others on highly complex and sensitive projects and prepare and present technical reports Strong written and verbal communication skills; high degree of proficiency in synthesizing and communicating data from a variety of disciplines. Strong organizational skills, ability to multi-task, meet deadlines and manage priorities. Knowledge of CRM and marketing solutions systems including Salesforce, Adobe Campaign and Adobe Cloud services. Knowledge of Microsoft Office products and other graphics or presentation software; familiarity with statistical software desirable. Knowledge and experience within the financial services industry. Supervisory Responsibility This position will directly supervise employees. Licenses and Certifications There are no additional licenses and/or certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call is required.