Associate Director, Experience Analytics

WHO WE ARE:

At RAPP, with unrivaled depth of expertise in first-party data, we’ve been observing and cataloguing real people’s lives for 50 years. In today’s world the balance of power has shifted and customers are in control which is why we put people and their preferences at the heart of the brand experience through the discipline of CMR – Consumer-Managed Relationships. We create marketing that matters and RAPP’s expertise in data and marketing sciences gives us and our clients actionable human insight - an incredible understanding of genuine motivations, observed transactions and actual interactions. Our process reflects how real people think; we balance the left brain and the right – and we do our best work when we bring Precision and Empathy into balance.   Building on our data foundation, RAPP delivers a range of capability across social, digital, customer experience and technology. RAPP is part of the global network Omnicom and is part of the DAS Group of Companies.  To learn more, visit www.rapp.com.

The RAPP team in Chicago is an integral part of Team DDB, a multi-agency organization created by Omnicom to develop and deliver state-of-the-art marketing solutions geared towards recruiting best-in-class candidates for the US Army. We are building a modernized platform to target, attract, manage and nurture prospects interested in joining the US Army via state of the art customer experiences, as well as bolster the strength of the mission critical organization protecting our borders. We’re building and configuring marketing technology and communications to drive personalization across the entire recruitment journey.

HOW WE DO IT:

At RAPP we are fiercely focused on the individual and how we can create value from every individual’s experience with a brand. We do this across three capability areas: customer centric consulting, creativity that inspires action and customer experience management.

Our data analysts know who that person is. Our strategists understand what they want. And our award-winning Technologists and Creatives know how to get it to them.

When it comes to individuals, we’re fierce. We stand up for individuality. We speak up against bland, broad-brush generalizations. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors and aspirations. And we commit to doing this in every aspect of our work for clients and their consumers.

We actively foster an inclusive workplace where diversity and individual difference are valued and leveraged to achieve the agency’s vision. And most importantly we value every individual’s wellbeing.

We are Fiercely Individual.

YOUR ROLE:

The Associate Director, Experience Analytics is responsible for generating relevant reporting and performance insights across the US Army recruiting journey to inform strategic direction for existing and new initiatives. You’ll be responsible for leading projects helping to answer complex strategic questions using data; for persuading our internal teams and clients to follow the right data-driven strategy; for helping continue our growth trajectory through pitching for new business  and  growing and retaining existing clients; for helping to build out our core propositions and products; and for managing and mentoring a team of curious analysts.

The ideal candidate is ready to jump in. Find problems. Fix them. Build relationships. Imagine new solutions. Invent them. Do whatever it takes to go above and beyond. And stand up for individuality.

YOUR RESPONSIBILITIES:

• Lead weekly and monthly reporting for the US Army engagement
• Lead campaign reporting and performance insights development for the US Army engagement.
• Craft the creation of best-in-class, statistically significant, measurement and reporting, and create a results-driven, test, learn and optimization culture for the client.
• Create compelling data stories that clearly illustrate performance factors; Ability to communicate complicated concepts in an easy to understand manner– the art of storytelling.
• Leads front of the house engagement with our clients in reporting and performance insights
• Works alongside enablement teams to continuously improve the internal reporting environment and reporting tools.
• Develop data-driven insights and strategic thinking across the prospect journey.
• Define and optimize robust, scalable and efficient processes for accurate reporting delivery.
• Analyze qualitative and quantitative data to constantly uncover journey insights.
• Collaborate with the Experience Strategy and UX teams to drive proactive planning and optimization of insight driven customer journeys and storytelling.
• Partner with the Director, Experience Analytics and Analytics Enablement team to define data acquisition, environment and tool requirements to deliver against needed reports/insights.
• Collaborate with the enablement teams to ensure data availability and governance.
• Work closely with the other Marketing Sciences teams and agency partners on developing holistic consumer, marketing and customer journey insights using proprietary, 3rd party and client data.
• Partner more broadly with agency partners to support on lower funnel reporting needs as well as help connect upper and lower funnel activities into a consolidated performance view
• Partner with supervisor and PM on developing a process for project intake and prioritization.
• Directly manage, coach and mentor analysts responsible for reporting and insights delivery.

YOUR SKILLS AND EXPERIENCE

• Bachelor’s Degree in a quantitative subject (Statistics, Mathematics, Economics) or Social Sciences, with heavy emphasis on quantitative methods; Master’s degree is a plus.
• 6+ years of relevant experience in marketing analytics, customer experience insights, performance optimization, ideally in a marketing agency or management consulting practice.
• Deep experience working with a variety of BI tools; expert in creating and extracting data, knowledge and insights from disparate datasets
• Experience with statistical techniques such as predictive modeling and segmentation a plus.
• Demonstrated experience developing insights for marketing solutions development.
• Strong knowledge of experimental / multivariate test design techniques.
• Learning Agenda Development: Identification and management of KPI’s aligned to strategic and tactical business objectives, insight generation and strategic recommendation.
• Be able to contribute to the vision for how an organization can become data driven; from organizational change requirements, to technology enhancements, to the data science requirements, to how data science roadmaps will be activated in customer experience and optimization of all of the above
• Strong knowledge of 1st, 2nd and 3rd party data
• Strong hands on knowledge of SQL, R and/or SPSS
• 3+ years experience as first-line manager of high-caliber analysts.
• Confident, conscientious, self-starter, a good work ethic, and capable of building good working relationships with clients as well as other team members.
• Naturally curious, imaginative and have a practical approach to problem solving.
• Experience jumping in, finding problems across data and process, and fixing them.
• Ability to work independently as well with a team in an agile and fast environment.
• Understanding and experience working with products/services with long consideration sales cycles such as higher education, financial services etc. a hug plus.
• Experience working on post-lead acquisition (CRM) strategies and tactics.

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.