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At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
The Senior Manager, Advanced Analytics provides thought leadership on the use of data and analytics to manage go-to-market strategies for the Company’s existing customers. In doing so, he/she is responsible for driving revenue/profitability and overseeing performance management of key initiatives. He/she must be adept at communicating a compelling vision and building engagement and alignment through exceptional cross-functional leadership, effective communication and collaboration. A key function of the Senior Manager’s role is to use advanced analytics techniques to use predictive scoring techniques to develop forecasts of the company’s customer base in aggregate and by segments over time
The Customer Experience and Operations Department (CXO) Advanced Analytics team is focused on the creation of customer value through the use of data science and deep analytics to influence and lead major initiatives across CXO business units and partners, drive strategy creation and support Existing Customer planning and forecasting in partnership with Finance
Develop forecasts for the customer base working with Finance Directors
Partners with the Director, CXO Advanced Analytics to develop, syndicate and oversee strategies to manage the customer experience and value optimization of ADT existing customers
Uses data driven approach to identify insights and plans that drive our go-to-market approach for existing customer transactions – namely upsell/cross-sell, relocations, saves, collections and proactive communications, customer support and outreach
Supports the pricing team in efforts to manage existing customer pricing, offer management and margin management practices and offer execution
Develops deep insight into the sources and causes of attrition and potential paths to attain ADT goals for attrition
Works directly with customer experience and operations business leads and CXO BI, marketing, sales New Business, Products and IT leadership, peers, legal and HR to drive execution and measure results for existing customer channels, identify all critical metrics
Analyzes subscriber trends and dynamics and partners with CXO Customer Experience team in the improvement of the customer experience and customer journeys to create best-in-class experiences as measured by customer Net Promoter Scores (NPS) and lowered attrition
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 with the Call Center queues (account management, collections, relocations, Existing customer sales), and digital teams to optimize operating performance and identify opportunities to apply advanced analytics to assist in solving key challenges
Collaborates with Finance and other areas to build and maintaining core performance and Lifetime Value models by micro-segment for the business ensuring those models tie with the subscriber economics published in management reports
Prepares content and processes to automate for business reviews across segments/channels, partnering with peers, finance and marketing
Manages individual Learning Agenda and Test and control priorities in support of the ADT existing customer operating model and go-to-market strategies
Leverages platforms and tools (Salesforce, Data platforms, Machine Learning tools) and uses outputs to prescribe courses of action to address critical behaviors that are then translated into action across the Enterprise to provide recommendations to CXO, Marketing, Sales and IT
Partners on efforts towards development and build out of data warehouse roadmap and tools in support of the above
Developing expertise that is utilized across the organization and tap the various databases where information currently resides.
Ownership, development and audit of predictive modeling in partnership with the other Business Units’ Analytics teams (Marketing, Sales, Field Operations)
Leads a functional area providing clarity of vision and expectations; role modeling effective coaching and performance feedback, prioritizing resources; facilitating alignment when managing and motivating cross-functional teams.
Employs a diverse and creative communications framework to align employees and peers 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.
The Senior Manager, may or may not have direct reports depending on team needs
- 4-year college degree in advanced analytics, statistics, economics or other related field of discipline or equivalent experience.
- MBA with several years of applied work experience preferred, though not required
- Minimum 6 years or more in data and advanced analytics or GTM customer management, preferably within a service, security or subscriber based business; both business to consumer and business to business.
- Establishing business direction and executing strategy development and implementation
- Influencing business decisions in a highly matrixed organization
- Experience with several or all the following: Tableau, MS Office (full suite), Share Point, Salesforce, Database management, SQL, R and Python as well as other machine learning packages, Big Data analytics and tools
- Strategic thinking
- Strong oral and written communication skills at the Executive Leadership level
The pay range for this role is $120,000 - $150,000 annually plus generous annual bonus 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
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.