Director, CRM Analytics

Job Details

INNOCEAN USA, a full-service ad agency located in sunny Huntington Beach, CA, is seeking a Director, CRM Analytics to join our growing team!

This is a hybrid role, currently x2 days week onsite. ONLY local candidates will be considered.

INNOCEAN is a creative agency that leverages data-driven strategies to deliver breakthrough customer experiences for our clients. We are dedicated to helping our clients enhance their customer relationships across all touchpoints. To further our mission, we are seeking a visionary leader to support one of our premier automotive accounts.

The Director, CRM Analytics will lead our customer data analytics division, ensuring that our organization is making informed, data-backed decisions to drive customer acquisition, engagement, and retention. This leader will partner with strategy to develop insights, lead a high-performing analytics team, and serve as the primary point of contact for client along with Strategy & Account for all 1st & 3rd party data.

KEY RESPONSIBILITIES:

• CRM Data Strategy: Shape and execute the client's CRM analytics strategy, aligning with overall business objectives and customer experience goals.
• Data Storytelling/Narrative Development: Convey complex, data heavy learnings into compelling and approachable narratives for internal and external stakeholders to action against.
• Actionable Audience, Consumer, and External Insights: Translate 1^st party audience data, integrated consumer behavior, and 3^rd party external data insights into actionable strategies for improving customer acquisition, conversion, and retention.
• Holistic Customer Journey Analysis: Deliver insights across all customer touch points, working with other analytics teams to surface meaningful opportunities to improve/validate strategy and CX
• Customer Segmentation: Partner with strategy to implement segmentation strategy, identify areas of opportunity, and create methods to hyper target customers for personalization & lifetime value improvements.
• CRM KPIs: Establish KPIs and measurement frameworks to evaluate CRM and customer experience initiatives across channels.
• Testing / Experimentation: Lead test-and-learn programs to continuously improve performance and customer engagement.
• Predictive Modeling: Create and implement predictive models for customer behavior, churn risk, and lifetime value to inform CRM strategies.
• Technology: Oversee the integration and optimization of customer data platforms, identity resolution tools, and marketing automation systems to enhance CRM capabilities and customer experiences.
• Data Integration: Partner with IT, data management, and analytics teams to ensure robust data governance, privacy compliance, and actionable insights from a unified customer view.
• Team Management: Recruit, mentor, and lead a team of CRM analysts to produce actionable customer insights.
• Collaboration: Partner with cross-functional teams to embed customer insights into all facets of marketing and customer experience initiatives.
• Reporting & Visualization: Develop and maintain comprehensive dashboards and reports on customer metrics for key stakeholders.
• Innovation: Stay updated on the latest CRM analytic tools, techniques, and methodologies, incorporating best practices into the team's workflow.
• Stakeholder Engagement: Communicate complex customer data findings in a clear and actionable manner to non-technical stakeholders.