Director, Existing Customer Pricing and Analytics (Job ID 2116149)
Categories General Management, Corporate
The Director, Advanced Analytics leads a team that provides leadership in the use of business insight and data and analytics to support go-to-market strategies, upsell/cross sell, pricing margin and offer management for existing customers. In doing so, he/she is responsible for driving revenue/profitability and overseeing performance management of key initiatives to create best in class customer experiences and value. 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 Sales & Advanced Analytics team is focused on optimizing our sales conversion and the creation of customer value over the prospect to customer lifecycle journey through use of business problem solving, financial discipline, data science and deep analytics to influence and lead major initiatives across Sales, CX business units. We are responsible for the existing customers’ marketing offer strategies to deliver our budget and longer-term objectives and support budget planning and forecasting in partnership with Finance.
•Partners with the VP, Sales & CX Advanced Analytics to develop, syndicate and oversee strategies to manage the value optimization of existing customer portfolio and supporting the customer experience learning agenda.
•Uses data driven approach to identify insights and create plans that drive our go-to-market approach for existing customer transactions – upsell/cross-sell, relocations, saves, collections and proactive communications, customer support and outreach.
•Aligns with the ADT pricing team in efforts to manage existing customer pricing, offer management and margin management practices and offer execution.
•Analyzes subscriber trends and dynamics of the customer experience and customer journeys to provide insights that help create best-in-class experiences as measured by customer Net Promoter Scores (NPS), improved retention and share of wallet penetration of ADT services.
•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.
•Works directly with customer experience and ADT business leads for IT, Marketing, Sales, New Business, Products, IT, peers, legal and HR to drive execution and measure results for existing customer channels
•Manages the Learning Agenda and Test and control priorities in support of the ADT existing customer operating model and go-to-market strategies.
•Partners on development and build out of data strategy and technology roadmap and tools in support of the above.
•Lead team ownership in the development and audit of predictive modeling in partnership with the other Business Units’ Analytics teams (Marketing, Sales, Field Operations).
•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, upskilling, and training, 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.
•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.
The pay range for this role is $94,500 - $135,000 anually and is based on experience and qualifications.
Medical, Dental and vision insurance
Paid Time Off
401(k) plan with company matching contribution
Supplemental Voluntary Benefits
Employee Referral Program
Employee Discount Program
• 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.
•Minimum 7 years of managing and leading teams, with 5 years or more in strategy, data and analytics or GTM customer management, preferably within subscriber-based business models.
•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 major strategy consulting firms as Associate or Engagement Manager equivalent level is desirable but not required.
•Prior experience overseeing a data and analytics team is preferred but not required.
•Strong oral and written communication skills at the Executive Leadership level.
•Proficiency in use of standard Microsoft Office production suite (excel, PowerPoint, etc.).
•Hands-on knowledge problem solving approach.
•Business & financial proficiency.
•Self-serve capability for data is preferred.
•Knowledge and familiarity with data science and cloud-based analytics and data platforms are a plus.
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 jobs.adt.com to learn more.