Director, End-to-End Lifecycle Analytics & Customer Lifetime Value - ADT

Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we.Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT ​

Check out more about life at ADT here.

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.

Preferred Qualifications:

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