Director, End to End Lifecycle & CLV

3015752

Summary:

ADT is on the lookout for a visionary Director of End-to-End (E2E) Lifecycle Analytics and Customer Lifetime Value (CLV), who will champion the continuous enhancement of our customer journey. In this strategic role, you will be responsible for maximizing the CLV by leveraging data, technology, and customer insights to deliver personalized experiences across all touchpoints.

Duties and Responsibilities:

As the Director of E2E Lifecycle & CLV, you will be the joint architect of a holistic customer lifecycle strategy. Your mandate is to understand and connect every phase of the customer experience, from awareness to advocacy, ensuring that each step is optimized for engagement, retention, and value creation.

• Lifecycle Vision and Strategy: Jointly develop a comprehensive E2E lifecycle marketing strategy that maximizes customer engagement and CLV.
• Cross-Functional Collaboration: Work closely with marketing, sales, product, and customer support teams to ensure a seamless and integrated customer journey.
• Personalization at Scale: Implement scalable personalization strategies that enhance the customer experience at every touchpoint.
• CLV Measurement and Optimization: Define and monitor key metrics related to CLV, using insights to continuously refine and optimize lifecycle campaigns.
• Customer Retention and Growth: Drive initiatives that improve customer retention, reduce churn, and increase upselling and cross-selling opportunities.
• Innovation and Continuous Improvement: Stay ahead of industry trends and introduce innovative practices to keep the customer lifecycle experience fresh and competitive.
• Team Leadership and Development: Build and mentor a high-performing lifecycle team, fostering a culture of excellence and collaboration.
• Analytical Skills: Adept at supervising and using statistical analysis and predictive modeling to inform demand planning and business strategies.
  
  

Skills and Competencies:

• Data-Driven Decision-Making: Strong analytical skills to leverage data in crafting personalized customer experiences that resonate at each lifecycle stage.
• Customer-Centric Mindset: Passion for understanding customer needs and behaviors, and the ability to translate insights into actionable lifecycle initiatives.
• Technology and Automation Savvy: Familiarity with the latest in lifecycle management technology and automation to scale personalized customer experiences.
• Leadership and Influence: Exceptional leadership abilities to align cross-functional teams and stakeholders around a common vision for CLV growth.
• Communication Skills: Excellent verbal and written communication skills to effectively present strategies and insights to executive teams and across the organization.
  
  

Minimum Qualifications:

• Lifecycle Strategy Expertise: Proven track record in developing and executing end-to-end lifecycle strategies that drive customer lifetime value.
• Hands on statistical modeling experience building churn and other activation models (i.e. recommendation models)
  
  

Preferred Qualifications:

• Education and Experience: Work equivalency or Bachelor's or Master’s degree in Business Analytics, Math, or other related fields
• 10 years of experience in customer lifecycle management, including leadership roles.
• Experience managing advanced analytics and statistical modeling teams
  
  

Location:

This role can be based out of one of our ADT offices including: our headquarters in Boca Raton, FL, Irving, TX, or Blue Bell, PA and requires you to be onsite three days a week. The other two days are remote, offering the flexibility you need while still engaging in meaningful collaboration with cross-functional teams.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.