Senior Manager, CRM & Customer Analytics

Cardinal Health Dublin , OH 43016

Posted 2 months ago

As a Sr. CRM & Customer Analytics Manager, you will play a critical role as a strategic leader in managing Cardinal Health's relationship with its Pharmaceutical customers, driving both revenue and engagement. The Sr. CRM & Customer Analytics Manager will help the team optimize performance and develop new campaigns driving members through the purchase funnel and engaging them throughout the customer lifecycle. You will serve as a subject matter expert on personalized B2B user experiences, communications, and engagement, ensuring all campaigns are executed with a high degree of accuracy and effectiveness. The ideal candidate will have a combination of ecommerce and email marketing experience, analytics expertise, product management, and project management skills. Additionally, this candidate should have experience managing a team of analytics experts.

This role will focus on leveraging customer data to drive personalization across all customer touchpoints, as well continually adopting new and innovative technologies that allow us to most effectively leverage data to benefit our customers. This includes establishing KPI's that allow the team to analyze experiences and campaigns, as well as management of best practices for segmentation, targeting and performance measurement. Additionally, the Sr. CRM & Customer Analytics Manager will be responsible for developing and delivering actionable, strategic and data-driven recommendations that improve the profitability of our marketing programs and other customer-focused business initiatives to support an integrated direct marketing program. The right candidate is able to think strategically and tactically and has a relentless drive to continue to improve the business performance through ongoing learnings and insights.

Responsibilities:

  • Combine advanced statistical techniques, direct business experience and computer programming skills to analyze business problems, craft solutions and make clear business recommendations.

  • Design, develop and implement a customer segmentation system and targeting for each segment. Identify customer lifecycles, calculate LTV and develop key customer segments.

  • Develop CRM and email communication plans that improve lifetime value of existing customer relationships, optimizing contact cadence on both stand-alone and print-integrated schedules.

  • Develop and implement a customer contact strategy across all channels. Ensure that the marketing investment is consistent with the expected return on investment.

  • Partner with key stakeholders to develop and manage automated lifecycle and ad hoc B2B digital campaigns to continuously improve engagement, retention and revenue

  • Partner with business stakeholders to create, design and drive a long-term CRM and Analytics strategy/roadmap.

  • Ensure effective capture and usage of customer data to improve relevance in marketing communications.

  • Facilitate process development to better leverage data within Cardinal Health's Analytics COE

  • Initiate and conduct in-depth CRM performance and user data analyses that will directly impact strategy and the program roadmap

  • Own comprehensive daily, weekly, monthly reporting of CRM performance and build the right dashboards to track and socialize performance

  • Serve as CRM expert in B2B pharmaceutical user journey and communication platforms that will help provide a better experience for valued customers

  • Translate business goals into accurate delivery requirements, including but not limited to: specifying required data, segmentation & targeting logic, and dynamic content requirements

  • Articulate and present data analyses and learnings effectively to the team and to key stakeholders

  • Develop frameworks, analytics approaches, and processes to operationalize metrics and reports that allow the team to improve performance and advance the company through data insights

  • Provide in-depth analysis and modeling that provide learnings about ongoing trends, performance against KPIs, potential issues, and new opportunities that will contribute to the company's continued growth

  • Create and manage the customer retention plan, including the messaging calendar, production, testing/optimization, audience selection, and analysis/key insights, for campaigns across the site, email, app notifications, and other platforms

  • Build programs and rules in the CRM system using segmentation, personalization, and ongoing analysis of performance to increase customer engagement and LTV.

  • Identify other opportunities to engage customers along their journey, ultimately increasing CLV, reducing churn and increasing customer satisfaction.

  • Ensure data is clean and accurate, be the first to uncover any issues with the system or errors in reporting

  • Ensure appropriate attribution is in place for all marketing metrics and work with Digital Analytics specialist to implement any tags, pixels, etc. required

  • Develop technical skills of the broader digital marketing team (e.g,. email coding, ESP tool proficiency, SQL)

SKILLS / REQUIREMENTS:

  • Bachelor's degree with strong academic performance

  • 7+ years of experience in Data Analytics and CRM, eCommerce, business analysis, statistical modeling, data mining, business modeling, marketing, finance, information technology, etc.preferred

  • Must have strong analytical skills, including the ability to synthesize site and CRM data to understand trends and discover opportunities

  • Experience leading high-performing teams

  • Experience with cross-channel lifecycle, retention/CRM experience

  • Advanced knowledge of web analytics metrics and tools (e.g. Google Analytics, Omniture), advanced Excel skills, intermediate HTML knowledge, Intermediate knowledge of Structured Query Language (SQL) , and Basic knowledge of SPSS and data warehouses

  • Ability to design, develop, implement and support business reports and reporting capabilities including the design and maintenance of the data systems that generate the reports and/or business analysis.

  • Technologically savvy, and up-to-date on industry trends/practices

  • Collaborative and able to work closely and effectively with a variety of functions and businesses

  • Confident, creative thinker with ability to think outside the box

  • Excellent presentation and communication skills

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Consultant Advanced Analytics (Sr Cloud Data Engineer Aaa)

Cardinal Health

Posted 1 week ago

VIEW JOBS 10/10/2019 12:00:00 AM 2020-01-08T00:00 What Advanced Analytics contributes to Cardinal Health Advanced Analytics is responsible for applying quantitative methodologies, techniques and tools to develop best in class analytic solutions that solve complex business problems. * Works with stakeholders to identify business opportunities, goals, or objectives * determines if objectives can be met using an analytical approach and develops hypothesis. * Identifies key data requirements and acquires data * harmonizes, rescales, and cleans data for statistical techniques * applies data visualization techniques to evaluate data for model specification etc. * Builds custom quantitative models by applying advanced statistical methods such as causal and predictive modeling, forecasting, data mining, simulation, and/or optimization. * Demonstrates the ability to perform validation and testing of models to ensure adequacy and determines need for reformulation. * Interprets results of quantitative models, identifies trends and issues, and develops alternatives to support business objectives. * Demonstrates ability to clearly and concisely communicate complex information to a variety of audiences and mediums. * Partners with stakeholders and technologist to implement/automate/operationalize models into day-to-day business decision making. Accountabilities Cardinal Health EIT has identified "Intelligent Automation" as a key strategic initiative, and is investing in a broader enterprise-wide transformational program (AAA) to align action against the company's vision and objectives. We are seeking experienced Cloud Data Engineers to join a newly formed, AAA team. High-level team responsibility will include: * Process Analysis / Opportunity Assessment and create Roadmap for execution * Build Opportunity Pipeline & Manage Opportunity Lifecycle * Idea Incubation, Design Thinking, Conducting POCs / POVs * Planning and delivery execution of enterprise-grade intelligent and ML based solutions * Enabling Advanced Analytics, Automation, AI capabilities for enterprise-wide reuse (Playbooks, Reference Architecture,, Products, BotStore, etc.) * Developing and fostering a culture of "Create", "Consult", and "Cultivate" * Support engineering requirements of Legacy / On-Prem enterprise applications and develop cloud migration solutions. * Troubleshoot and problem solve to remediate issues prohibiting migration or uncovered by migration. * Support the full project lifecycle - discovery, analysis, architecture, design, documentation, building, migration, automation and production-readiness. * Collaborative will share information, best practices and experiences with others and will be willing to embrace new and innovative ideas. * Proven hands-on software development experience with open-source technologies: Java, MySQL, Maven, Git, Jenkins, JUnit, Tomcat. * Ability to architect a highly available, distributed, and secure system on a cloud platform * Analyze, design and develop tests and test-automation suites. * Design and develop a processing platform using various configuration management technologies. * Provide ongoing maintenance, support and enhancements in existing systems and platforms. * Collaborate cross-functionally with data scientists, business users, project managers and other engineers to achieve elegant solutions. * Proficient with SQL * Develops large scale data structures and pipelines to organize, collect and standardize data that helps generate insights and addresses reporting needs. * Collaborates with data science team to transform data and integrate algorithms and models into automated processes. * Builds data marts and data models to support Data Science and other internal customers. * Integrates data from a variety of sources, assuring that they adhere to data quality and accessibility standards. * Analyzes current information technology environments to identify and assess critical capabilities and recommend solutions. * Experiments with available tools and advises on new tools in order to determine optimal solution given the requirements dictated by the model/use case. * Defines and approves data engineering design patterns to be used for general re-use on multiple implementations * Help design data models, perform associated data engineering activities to meet business needs * Proactively manage technical debt incurred during software implementations by identifying opportunities for enhancement (debt repayment), even in tight deadlines Qualifications * Experience developing standards in partnership with Engineering, Infrastructure Service, and Application Development to select appropriate technical solutions. * Experience within healthcare industry and healthcare data * Experience with multi-threaded, Big Data, and distributive Cloud architectures and frameworks, including using Hadoop, MapReduce, Cloudera, Hive, Spark, and Elasticsearch to conduct Big Data analytics * Experience with Extract, Transform, and Load (ETL) processes, including document parsing techniques and managing large data sets, such as multi-TB scale deployed environments while adhering to service-level agreements * Experience writing well-crafted, high-quality, self-documented, pragmatic code * 3+ years of work experience with ETL, data modeling, and business intelligence big data architectures preferred * Experience developing and managing data warehouses on a terabyte or petabyte scale. * Strong experience in massively parallel processing & columnar databases. * Experience with Python and shell scripting. * Deep understanding of advanced data warehousing concepts and track record of applying these concepts on the job. * 3+ years' experience with API development in various open source technologies (Spark, Hadoop, R, Apache Beam, Kafka) preferred * 3+ or more years of experience with open source development tool chain (SVN, Git, Jenkins, etc) * Experience with production database management and optimization at scale * Experience with user access, authentication, user permission management and security, LDAP, AD, Kerberos * Experience with tools such as Jenkins, Artifactory, etc. to build automation, CI/CD, Self-Service pipelines. * Experience with restful services, service-oriented architecture, distributed systems, cloud system (AWS) and micro-services. * Experience working with enterprise or cloud messaging systems such as Kafka, PubSub, AWS Kinesis * Experience with many GCP technologies: Compute Engines, Auto Scaling, Load Balancing, Container Service, object storage, VPC, data pipeline development, BQ. * Experience with Immutable Infrastructure and Infrastructure as Code patterns and technologies: Docker, Kubernetes, Terraform, Ansible, Packer, Vagrant. * Cloud/Data Engineering Certifications (preferred) * Experience with Machine Learning (preferred) * Broad experience in developing cloud migration solutions in either AWS or GCP (GCP preferred) * Experience developing ARM templates, CloudFormation templates or Terraform (preferred) * Experience working in an DevOps environment (preferred) * Expert in Agile development techniques * Extensive Data Analytics experience * Extensive experience building data and/or analytics solutions in AWS or GCPe * Experience in Intelligent Automation Technologies (RPA, ChatBots, AI, ML) is a plus * Able to co-locate with the development team or business partners/SME's * May need travel (domestic) Track/Level: P4 -- Individual contributor role * Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects. * Participates in the development of policies and procedures to achieve specific goals * Recommends new practices, processes, metrics, or models * Works on or may lead complex projects of large scope * Develops technical solutions to a wide range of difficult problems. * Projects may have significant and long-term impact * Provides solutions which may set precedent * Independently determines method for completion of new projects * Receives guidance on overall project objectives * Will assist in testing and logging/tracking defects as needed * Will assist in supporting and documenting requested enhancements to applications as needed What is expected of you and others at this level * Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects * Participates in the development of policies and procedures to achieve specific goals * Recommends new practices, processes, metrics, or models * Works on or may lead complex projects of large scope * Projects may have significant and long-term impact * Provides solutions which may set precedent * Independently determines method for completion of new projects * Receives guidance on overall project objectives * Acts as a mentor to less experienced colleagues Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Cardinal Health Dublin OH

Senior Manager, CRM & Customer Analytics

Cardinal Health