Director, E2E Lifecycle Management

Summary:

Join the Vanguard of Safety and Connection at ADT.

ADT is on the hunt for a visionary Director of End-to-End Lifecycle Management to steer our team within Digital Experience. This role demands a strategic collaborator with a passion for customer experience, data-driven decision-making, and team development. You will oversee our Sr. Manager in charge of Contact Strategy and work closely with a cross-functional group to envision and drive lifecycle marketing strategies that deliver measurable results.

What You'll Do:

As the Director of E2E Lifecycle Management, you will be responsible for the customer lifecycle strategies that connect data and activate experiences for customers as they move from 'unknown to known' with ADT. Your expertise will be pivotal in creating a cohesive and data-enriched approach to customer engagement, driving business growth and customer loyalty through personalized and innovative programs that span the customer journey with ADT. If you thrive on shaping customer experiences, supporting and developing teams to their full potential, we want you.

• E2E Lifecycle Strategy Development: Devise and implement comprehensive data capture, data activation and value-exchange strategies that better connect each phase of the customer journey, for a number of audiences, increasing customers' lifetime value.

• Team Leadership: Setting clear goals, offering guidance, and nurturing professional growth for direct reports. Outside of your direct report(s) your role will be highly influential across teams as we develop the muscle and vision required for best-in-class CRM and lifecycle management.

• Customer Journey Innovation: Oversee the E2E (unknown to known) customer journey mapping and content strategy, ensuring an engaging, consistent, and profitable customer experience.

• Data-Driven Culture: Foster a culture of analytics and testing within the team, using insights to optimize campaigns and drive continuous improvement.

• Stakeholder Management: Collaborate with key stakeholders to ensure a seamless integration of E2E lifecycle marketing initiatives across the organization.

• Performance Measurement: Establish KPIs to measure the effectiveness of strategies and initiatives, reporting on progress to Executive leadership.

• Trend Adoption: Keep the organization at the forefront of E2E lifecycle marketing by identifying and implementing emerging trends and technologies

• Energy: Bringing with you and maintaining an entrepreneurial mindset and energy that is contagious to others

Who We're Looking For:

• Strategic Leadership: Proven experience in overseeing lifecycle or CRM teams with a track record of delivering growth and improving customer retention and satisfaction.

• Lifecycle Marketing Expertise: Deep understanding of customer segmentation, lifecycle marketing, and personalized communication strategies with strong experience using Customer Data Platforms (CDP), Salesforce Marketing Cloud (SFMC), and related technologies.

• Content Strategy Oversight: Experience providing direction and oversight on content strategies, ensuring they align with broader lifecycle marketing goals.

• Analytical Aptitude: Strong critical thinking skills with the ability to interpret data, derive insights, and make data-driven decisions that improve customer experience and business outcomes.

• Cross-Functional Collaboration: Demonstrated success in collaborating with various teams, driving alignment, and fostering a culture of innovation and excellence. Key partners in this work will be the Sr. Director of Lifecycle Management focused on retention, the heads of the ecommerce and app experiences.

• Communication Proficiency: Exceptional communication skills to effectively share visions, ideas, and results with all levels of the organization

Minimum Qualifications:

• Education or Experience: Working equivalency or Bachelor's or Master's degree in Marketing, Business, or a related field, with 10+ years in marketing, CRM, or related area, including experience at the management level.