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Sr Manager, Custom Advanced Analytics

Company: ADT
Location: Boca Raton
Posted on: May 8, 2022

Job Description:

Company Overview: At ADT, we've been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit or follow us on , , and . Position Summary: The Advanced Analytics team is focused on bringing insight and recommendations to the enterprise by using research, competitive intelligence, data science, and deep analytics backed by financial evaluation. - - We provide deliverables in marketing demand planning, sales analytics, existing customer upsell/cross-sell management and retention analytics for future and existing customer journeys. - To deliver on our mission we frequently partner with other departments including Strategy, Finance, Pricing, and IT departments in development of plans, forecasting and initiative implementation. The Retention and ML COE Analytics group serves as ADT's analytical authority focused on retaining customers in our Consumer and Small Business division. This fast-paced and agile team works closely with ADT's Customer Experience leadership to conduct high impact analyses and enable transformative customer experiences across their journey with ADT to enable higher customer retention, satisfaction and likelihood to promote ADT. The Senior Manager, Advanced Analytics will report to the Director, Customer Analytics and is responsible for using analytics techniques and expertise to solve assigned initiatives and tasks.

  • Perform analytics to create insight and recommendations to support customer retention along the customer journey.
  • Develop data science models and support roll out of retention strategies.
  • Lead direct teams or matrixed groups to deliver on strategies and results. Position Responsibilities: Attrition Management:
  • Develop insight into reasons for customer dissatisfaction and attrition.
  • Use data science techniques and build models that drive actions in support of retention strategy.
  • Work with partners to optimize our points of interaction: including retention queues, collections and customer marketing to provide segmentation, audiences and strategies in support of objectives. Customer Touch Strategy Analytics:
    • Uses data driven approach to drive Customer Lifetime Value and optimize our cross-channel go-to-market approach for existing customer transactions - namely churn mitigation, relocations, saves, collections and proactive communications, customer support and outreach.
    • Partners with the pricing team, marketing teams and the business in efforts to manage existing customer segment execution.
    • Manage and maintain our business rules, tenets and strategies to minimize channel conflict
    • Work with other teams to manage a robust test-and-learn agenda for optimization of our funnels and queues. Other
      • Supports and oversees efforts in the Company's Center of Excellence on Machine learning
        • Supports ad hoc requests from various partners (account management, collections, relocations, Existing customer queues).
        • Supports analysis of new capabilities that contribute to the SAFe agile teams that drive build of new customer experiences.
        • Ensures compliance and the support of great customer experience in all processes. MANAGEMENT
          • Partners effectively across business channels (Residential, Small Business, Commercial, etc.) and functions (Operations) to ensure effective delivery of support services. Effectively solves problems or issues related to broader sales support challenges.
          • Embodies and fosters a culture of accountability for implementing actions that support customer service excellence.
          • Provide effective leadership and oversight to direct reports, providing clarity of vision and expectations, role modeling effective coaching and performance feedback.
          • Provides direction for areas of responsibility to peers, leadership, and Executive Leadership team Education: - - - - - - - - - - - - - - - - -
            • 4-year college degree in analytics, finance, statistics, economics or other related field of discipline or equivalent experience. -
            • MBA with several years of applied work experience preferred, though not required. Experience: - - - - - - - - - - - - - - - - - -
              • Minimum 6 years or more in finance and data analytics or GTM customer management, preferably within retail security or subscription-based business; both business-to-consumer and business-to-business.
              • Establishing business direction and executing strategy development and implementation.
              • Influencing business decisions in a highly matrixed organization. Skills
                • Experience with several or all the following: Python, R, Database management, SQL. -Additionally, Cloud-platform data mining skills are a plus.
                • Experience with several or all the following: Tableau, MS Office (full suite), Share Point, Salesforce.
                • Mastery of interpreting and translating data into insights and recommendations for a non-technical audience.
                • Strategic thinking.
                • Strong oral and written communication skills at the Executive Leadership level.
                • - -Strong business problem-solving skills. Compensation: The pay -range for this role is $96,800 - - - $121,000 -anually -and is based on experience and qualifications. Benefits: Medical, Dental and vision insurance Paid Time Off 401(k) plan with company matching contribution Supplemental Voluntary Benefits Tuition Reimbursement Employee Referral Program Employee Discount Program ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at to learn more.

Keywords: ADT, Boca Raton , Sr Manager, Custom Advanced Analytics, Executive , Boca Raton, Florida

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