AVP Senior Analytics Manager

As the Marketing and Client Experience Analytics Manager, you will be responsible for leveraging data-driven analytics to inform and optimize marketing strategies and improve overall customer experience across our financial products and services. You will play a key role in analyzing customer behavior, identifying trends, and providing actionable insights to drive business growth and enhance customer retention.

Key Responsibilities

Marketing Analytics:

• Establish the analytics foundation including roadmap and maturity model

• Develop and implement data-driven marketing strategies to acquire and retain customers.

• Analyze marketing campaign performance, attribution, and ROI across multiple channels (digital, traditional, direct).

• Use advanced analytics to segment customer populations and personalize marketing initiatives.

• Optimize customer acquisition cost (CAC) and customer lifetime value (CLTV) through data-driven insights.

Customer Experience Analytics:

• Measure and monitor customer satisfaction, loyalty, and retention metrics.

• Conduct in-depth analysis of customer journey touchpoints to identify pain points and areas for improvement.

• Implement customer feedback mechanisms (e.g., NPS, CSAT) to drive continuous improvements in service delivery.

• Utilize customer data to personalize experiences and enhance overall satisfaction.

Data Management and Insights:

• Oversee data collection, cleansing, and integration from multiple sources (CRM, transactional data, web analytics).

• Develop and maintain comprehensive dashboards and reporting tools to visualize key performance indicators (KPIs) and trends.

• Collaborate with IT and data engineering teams to ensure data integrity, governance, and accessibility.

Cross-functional Collaboration:

• Partner with marketing, product development, and customer service teams to align analytics initiatives with business goals.

• Communicate insights and recommendations to stakeholders at all levels, including executives, to drive strategic decision-making.

• Lead initiatives to foster a data-driven culture within the organization.

Continuous Improvement and Innovation:

• Stay abreast of industry trends and best practices in marketing analytics and customer experience management.

• Identify opportunities for innovation and optimization through experimentation (e.g., A/B testing, predictive modeling).

• Implement scalable solutions and processes to drive operational efficiency and effectiveness.