Senior Manager, Customer Loyalty & Performance
Position Summary...
The Senior Manager, Customer Loyalty & Performance's main objectives will be delivering the insights and analytics for our customer engagement program, define the customer segments, analyze and project the customer health metrics required to build personalization and deliver relevant customer solutions, brands, products and services. The role will also be expected to define our engagement program learning agenda to enable us to deliver both our business and experience metrics to define success for our short- and long-term strategy.This role will be responsible for insights, analytics, modelling and reporting for immediate and long-term business objectives specifically in Customer Loyalty and Digital Connectivity. It will define comprehensive customer analytics models to set targets for each line of business across various KPIs by channel to deliver revenue goals. Candidate will work with internal/external clients to identify opportunities to drive revenue and integrate/translate those goals into revenue projections. Optimize CRM strategy through propensity models and other advanced analytical models to provide insights on opportunity to drive acquisition, retention, frequency, build basket, to impact revenue growth.
This role will work with key functional leaders, third party analytics agencies, and digital agencies to cement Walmart media principles and drive continuous evolution of tools, models, and reports to stay current and keep pace with ongoing change. As the volume and diversity of services offered to our customers grow, so do our customer data sources, necessitating innovative ways to look at data we gather now and in future.
An ideal candidate will have an analytical mindset, be a self-starter, comfortable with ambiguity, detail oriented and have desire to work in a fast-paced, cross-functional environment. A keen interest in influencing business performance through data enablement is a must.
What you'll do...
Develop roadmap and lead an integrated short (in year) and long term (3 year) performance plan for our Engagement program, define WM's Loyalty approach to drive advocacy and stickiness across our omni business.
Support the evolution of our customer ID acquisition, delivery pass expansion and integration, enhancements of our customer health metrics as well as the partnership program insights and analytics.
Lead business case development for suite of reporting tools, define business impact and project success, while also providing ad hoc analyses on integrated data sets to evaluate short term and long-term return and risks of different strategic options, and drive prioritization. Act as insights partner to our Financial services team and define, measure and enable insights to action through brining customer insights, customer health metrics by Liaising with Walmart US to leverage best practices from Walmart US, lift / leverage what can be cost effectively be apply / complete, and benchmark.
Solve data and analytical problems using a breadth of Data Sciences and Modeling tools including problem framing, data preparation, model building, model deployment and output consumption e.g. Python.
This role will be expected to build talent, grow associate engagement and support building the culture of customer insights and analytics and customer office.
Qualifications
- University degree is required
- minimum level of work experience required 7-10
- minimum level of supervisory/management experience - 5-7 years
- Highly developed analytical, strategic-thinking, problem-solving, and organizational skills
- Ability to thrive in ambiguity and adapt quickly to changing priorities, assignments, and roles.
- High level of attention to detail with ability to consolidate large amounts of complex information into
- simplified views.
- Team-oriented with exceptional interpersonal skills, self-motivated, success-driven, demonstrated
- ability to gain trust, secure buy-in and influence change at all levels.
- Outstanding verbal communication and presentation skills.
- Highly organized, able to prioritize multiple projects effectively
- Professional individual having experience in supervisory role with people management skills and taking
- on team responsibilities.
- High proficiency with SQL, Python and other BI (Business Intelligence) tools .
- Advanced knowledge of Microsoft Office application (Outlook, Word, Excel, PowerPoint, Access etc.)
- Big Data Experience is a plus
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada