advertisement
Tommy Hilfiger logo
Organization
Job Title
SR. DIRECTOR CUSTOMER INSIGHTS & DIGITAL SERVICES, RETAIL
Location
New York, New York
Zip/Postal Code
10001
Country
United States
Region
NY Metro
Reference Number
R963
Position type
Permanent
Category
Retail
Job Function
Information Technology
Marketing/PR
Project Management
Experience level
Mid to Senior Level (Management)
Education level
Bachelor's Degree

SR. DIRECTOR CUSTOMER INSIGHTS & DIGITAL SERVICES, RETAIL

The Senior Director of Customer Insights & Digital Services
brings together the CRM/Analytics, Marketing Database
Operations, and Digital Services functions to provide a high
level of intelligence to the Retail businesses as it relates to
customer insights and marketing performance. This role is key
to bringing all existing and new data points to life in a
timely, consumable and actionable manner to drive customer
understanding, engagement and fuel business growth.

Responsibilities:

• Manage the Insights/Analytics, Database Ops, and Digital
Services teams to ensure best-in-class strategic planning,
analysis, and insights generation

• Create and maintain a center of excellence, providing
marketing performance tracking and key customer insights
which will drive the ongoing strategic development of retail
store marketing and customer-focused programs

• Establish and maintain an ongoing communication plan with the
objective of delivering the key and necessary insights to the
right business stakeholders, at the right time, and in a
consumable and actionable format, to enable meaningful and
timely decisions which will propel the business forward

• Create and/or direct visual representations of complex data to
communicate findings, including standardized dashboards

• Inspire analytics team to find innovative ways to interpret
data, draft insightful reports/presentations, and make
actionable recommendations

• Provide ongoing health-of-the-customer reporting with
actionable insights for continuous improvement, measured
through key acquisition, engagement, and retention metrics

• Partner with key stakeholders on the Retail and marketing
teams to understand the evolving needs for insights,
reporting, and intelligence

• Drive key analytics projects and processes ranging from
customer intelligence deep dives to direct response
propensity modeling and customer segmentation

• Actively monitor industry and business-related news and inform
team of trends or activities influencing the business

• Oversee relationships with internal IT partners and key
external vendor partners, including customer database of
record, email and mobile providers, and other integrated data
and technology partners

• Oversee the underlying marketing data environment, ensuring
data access and architecture is sound, with the appropriate
reporting tools and user access to support an efficient
intelligence operation as well as making data readily
accessible and actionable for D2C campaign execution

• Maintain a complete understanding of data sources available –
internally and externally

• Maintain a technology roadmap inclusive of identifying desired
business needs and use cases, adapting and enhancing data
source/data point integration, data governance, evolving ETL
processes, and providing appropriate user access points to
the data

• Oversee and help drive forward direct-to-consumer digital
marketing strategies and innovation

• Cultivate an innovative and ever-improving direct-to-consumer
operation with a focus on introduction of new technologies
and marketing automation

Internal & External Contacts:

Internal: Retail Marketing, IT, Cross-functional Retail Business
Teams

External: Customer Database Partner, ESP, Mail Houses, Other
Vendors/Partners

Supervisory Responsibilities:

Direct: Director Customer Insights & Analytics, Director Digital
Services, Sr. Manager Marketing Database Ops

Indirect: Associate Analysts, Associate Manager Email Marketing,
Vendors, Freelancers, Interns

Resourcefulness:

Ability to handle multiple tasks/projects with adherence to
deadlines. Must be flexible to adapt to changing trends of
business and/or ad hoc projects. Detail oriented/innovative
traits are necessary. Must stay current on technological
advancements and must be able to find the most fitting solutions
to improve efficiencies and quality output. Must be an
analytical thinker who demonstrates a clear understanding of
retail marketing and customer strategies and tactics, and has
the ability to draw storylines out of disparate data points and
effectively communicate the actionable opportunities. This
person will provide consistency in how baseline performance is
tracked, with an eye towards uncovering new opportunities for
growth


Qualifications:

• B.A. or B.S. in Statistics, Economics, or Computer Science.
MBA a plus

• 10+ years experience in CRM/Analytics/Insights roles,
preferably within a fashion apparel environment. Retail
experience required

• Proven ability to lead a technical and analytical team

• Strong project management skills with the ability to deliver
complex projects on time

• Strong knowledge of database best practices and reporting
tools such as BO, Cognos, Tableau, and other BI/data
visualization tools

• Strong knowledge of campaign management tools, such as
Alterian, Acclaim, Unica, etc., is a plus

• Strong knowledge of email and mobile service provider
platforms and capabilities

• Proven ability in applying statistical methods for planning
purposes, with clear and measurable results

• Ensure that the overall day to day management of projects is
achieved within time/cost, and delivered to the expected
standards of quality. Skilled at identifying the appropriate
stakeholders for purposes of requirements gathering and
approvals. Ability to clearly define functional requirements
and then scope the necessary time, involvement of resources,
and costs, to present such requirements for related budget
planning

• Strong quantitative and analytical skills

• Ability to work in fluid environment with changing priorities.
Ability to meet deadlines with frequent changes to projects

• Manage/negotiate costs of projects as necessary. Ensure
actual expense is within allocated budget

• Ability to lead effective working sessions which result in
productive and progressive outcomes toward solution
development

• Strong communication and presentation skills

• Great vision for understanding developing needs and
opportunities to evolve the way customer and campaign data is
enhanced, interpreted, and tracked

• Proficient in MS Office, advanced user of Excel

• Customer-centric/strategic thinker

Candidates must apply directly to the position via our online
application system in order to be considered.


No agencies, calls or emails regarding this position.

It is the policy of PVH Corp. to ensure equal employment
opportunities to all qualified persons without regard to race,
gender, religion, age, national origin, citizenship status,
disability, qualified veteran status, marital status, or sexual
orientation.

advertisement
advertisement