Director - Personalization

Chico's FAS, Inc. Fort Myers, FL
Director - Personalization Brand: Chico's FAS, Inc-Shared Services

Category: Customer Analytics and Intelligence


Fort Myers, FL

Position Objective

This position is responsible for functioning as a consultant/subject matter expert and partner to our CRM, CX, omni sales, marketing and planning teams. Using a deep understanding of customer-centric business practices, this position will curate marketing and experiences into a unique, compelling offering to an individual customer. This role will focus on both strategy and execution of personalized/individualized campaigns across channels.

Functional Responsibilities

* Works with various stakeholders, including leaders across the business, to understand business drivers, goals and actionable outcomes of large scale customer behavior analysis.

* Develops infrastructure for 1-1 personalization approach utilizing our vast behavioral, as well as stated/attitudinal data and creating segment-of-one campaigns utilizing dynamic personalized content across marketing channels and on brands' website for key customers.

* Participates in strategic and tactical planning discussions with senior levels of management

* Sizes and scopes customer growth opportunities, which should include a business case a development roadmap, an execution plan, and partnership buy-in.

* Quantifies the business impact of personalization programs and continue to evaluate and refine program to maximize program effectiveness.

* Drives business decision-making based on analytical findings.

* Manages customer lifetime value; setting customer growth goals and plans, identifying and prioritizing growth opportunities, mitigating customer satisfaction, financial or operational risks, and driving business results.

* Elevates and champions the voice of the customer. Supports and demonstrates the use of customer-centric strategy and development across the enterprise --- operating as an ambassador for "customer first."

* Integrates "Incubation Lab" findings into the organization for on-going execution and refinement.

* Values individuality and the diverse talents of their team. Leads the team by communicating expectations, providing guidance, delivering feedback, and empowering the team to be their best.

Required Qualifications

* Bachelor's degree in Marketing, Economics, Psychology or a related field of study required

* Master's degree preferred

* 7+ years of experience in growth and development, data-driven marketing, and/or strategy development in a retail, consumer packaged goods, or consulting environment

* Demonstrated ability to develop segment-of-one strategies and drive personalization at scale

* Keen ability to distill complex ideas into simpler frameworks and illustrations. Outstanding strategic thinking and analytical skills

* Demonstrated ability to vision the future state, test hypotheses, and synthesize facts and insights into concrete, actionable strategies and tactical plans

* Entrepreneurial spirit, with a willingness to test and learn

* Strong leadership skills, with the ability to prioritize and deliver on multiple concurrent initiatives that have significant financial impact

* Results/action oriented