Director of Customer Intelligence

Key Skills

Business Process Management (BPM), Customer Service, Data Analytics, Data science techniques, Data Visualization, Effective communication skills, Leadership Skill, Marketing analytics, SQL

Job Description

We are seeking an exceptional leader to join our team as the Director of Customer Intelligence. This individual will play a crucial role in shaping the future of our Customer Intelligence function and driving the customer strategy across the organization. As the leader of the Customer Intelligence team, they will develop close partnerships with Marketing leaders, Data Science, and Marketing Analytics, while developing the Customer Intelligence team to meet the expanding needs of the business. The ideal candidate will possess strong technical skills, business sense, leadership capabilities, vision, and a passion for customer-centric business growth.

Responsibilities:

• Lead the transformation of the Customer Intelligence team, elevating its capabilities, output, and strategic impact on the organization.
• Act as a thought leader, cultivating a data-driven culture within the organization and staying current on industry trends and best practices.
• Collaborate closely with leadership and cross-functional teams to develop a comprehensive customer strategy that informs business initiatives across Marketing, Sales and Merchandising.
• Harness data from multiple sources, including our Customer Research team, internal and external databases, and industry research, to guide customer segmentation, measure relationship health, and identify opportunities for growth and improvement.
• Lead the evaluation and interpretation of established reports and readouts, identifying trends, patterns, and areas of concern that require further investigation or action.
• Drive regular cross-functional meetings with leaders from sales, marketing, and other relevant teams to discuss findings, gather insights, and collaboratively develop data-driven proposals to address identified issues or opportunities.
• Continuously optimize the reporting process and stakeholder engagement, ensuring timely delivery of insights and fostering a culture of data-driven decision-making across the organization.
• Develop a high-performing team through effective talent acquisition, mentorship, and skill development, fostering an environment that nurtures innovation and collaboration.

Qualifications :

• Bachelor's or Master's degree in a relevant field (e.g., Business, Analytics, Data Science, or a related discipline) or equivalent work experience.
• 10+ years of experience in customer analytics, with a track record of success in driving customer strategy and delivering tangible business results.
• Strong technical skills, including proficiency in SQL, data visualization tools, and statistical analysis methods.
• Proven leadership experience, with the ability to inspire and develop a team of diverse individuals.
• Excellent communication and interpersonal skills, with a knack for building strong relationships across all levels of the organization.
• A strategic mindset, coupled with the ability to execute and drive change.