What you’ll be doing...

HQ CRM team is responsible for strategic planning, execution and evaluation of growth, loyalty and retention initiatives for Verizon wireless customers. As member of CRM Database Marketing team, the Business Intelligence Manager plays a critical role in designing and performing analysis of real time decisioning applications and mine opportunities to bring customer data to bear on shaping business strategies and initiatives. You will apply advanced analytics skills and techniques to the evaluation of CRM marketing programs and to the development of actionable findings for improving the content, tactics and business impact of those programs. Analysis will inform strategic planning efforts across multiple marketing teams, channels and functional departments such as Finance, IT, Product Marketing. Collaborate with marketing leadership to design and implement measurement programs tailored to all real-time decisioning based Marketing initiatives. The recommendations and insights delivered to marketing teams and channel leads will provide the direction required to meaningfully improve marketing efforts as a whole.

  • Work as part of analytics team to ensure that the business and technical architecture of the delivered solutions matches business requirements to support continued experimentation and evolve analytics.
  • Conceptualize and develop revolutionary CRM investment framework for customer strategies deployed in Inbound/Outbound conversations with an aim to reduce cost per retained customer while improving customer loyalty to support marketing strategies that address the ever changing industry dynamics of the wireless market.
  • Identify, quantify, and explain marketing/channel investment/return and root internal/external influences on them. Quantify impact of each incremental dollar invested on retention/revenue growth overall and by each customer attribute.
  • Lead a recurring dialog with Customer Care, HQ and Market leadership partners on what our business expectations are and/or should be for call routing with an aim to provide best customer experience while optimizing CRM strategy during the interaction. Highlight strategy/tactical options for addressing/exploiting these business dynamics.
  • Explore new ways to quantify cost and correct investment for business tactics, analyze business performance. Work with other organizations such as Finance, Network, Sales, Customer Care and IT, to better understand what dynamics are driving business/operational metrics and what can be done to manipulate the market in our favor.
  • Design, build, automate and maintain well-structured data marts. Proactively address any issues with data quality, accuracy and completeness.
  • Apply critical thinking to resolve data issues and combine data from multiple systems through tools such as SQL, SAS and/or tableau.
  • Lead data analysis and development of conclusions and recommendations for stakeholder teams.
  • Design and execute analytics practices to generate data-driven insights and recommendations for marketing leadership.
  • Analyze strategy performance by distilling massively complex data into concise and actionable recommendations.
  • Present recommendations for strategy improvements and provide strong justifying evidence to defend these recommendations. Gain alignment across work groups and implement these changes.
  • Create and maintain strong working relationships with multiple business teams, technology teams and key vendors.
  • Produce a range of dashboards, reports and presentations. Review with marketing leadership, senior executives and stakeholders throughout the company.

What we’re looking for...

You are a perfectionist for quality and efficiency and an uncompromising ambassador for excellence in analytics and reporting. You believe that solid data should be behind every important decision. You make connections between data derived from different sources and synthesize it into one complete picture. You have a knack for understanding and visualizing just the right way to share data and practical insights so that people can understand. People trust you based upon your thoughtful and thorough analyses.

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in marketing analytics.
  • Experience with marketing analytics platforms and technologies such as SQL, Tableau/Business Objects, Google Analytics/Omniture.
  • Knowledge of best practices for measurement and analytics.
  • Knowledge of statistical/data mining concepts and techniques.

Even better if you have:

  • An advanced degree.
  • A Bachelor’s degree in a quantitative discipline such as computer science, economics, operations research mathematics, statistics, or engineering.
  • Six or more years of experience in marketing analytics with proven track record in delivering meaningful insights to marketing organizations.
  • Six or more years of experience in the wireless industry.
  • Four or more years of experience with marketing analytics platforms and technologies.
  • Deep Knowledge of best practices for measurement and analytics of both digital and non-digital marketing initiatives.
  • Exceptional interpersonal skills and the ability to communicate, partner, and collaborate.
  • Experience communicating complicated concepts and articulating cases for efficacy and preferred methodologies.
  • Experience with a programming language such as SAS.
  • Exceptional skills in Excel, PowerPoint, and Outlook.
  • Experience with multi-channel attribution, clustering/segmentation, Incrementality analysis, cohort analysis, etc.
  • Experience building and aggregating analytical datasets from raw data.
  • Grasp of information technology concepts for data capture and data management.
  • Experience building, managing and growing relationships with stakeholder teams throughout a large organization.
  • Ability to take ownership and take initiative on projects.
  • Ability to prioritize and manage time effectively, thrive in a dynamic, fast paced work environment and manage multiple projects simultaneously.
  • Ability to anticipate project risks and identify solutions to proactively resolve them.
  • Proven strengths in analytics and critical thinking.
  • Ability to work, problem solve, and lead independently.
  • Ability and interest in solving problems never before faced with no prior examples to reference for guidance.
  • Ability to manage multiple projects simultaneously through multitasking, prioritization, and negotiating expectations.
  • Excellent time management and organization skills, with the ability to learn quickly and manage multiple competing priorities.
  • Willingness to go the extra mile; achieving outstanding customer results; lead by example.
  • Ability to pick up new concepts and technology rapidly.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.