The Vice President - Marketing Strategy & Customer Intelligence will be responsible for mapping - and improving upon - the customer journey, and will play a significant role in designing, implementing and monitoring effective marketing strategies aligned with the Company's goals, using data and market research. Duties & Responsibilities Lead the mapping of the end-to-end customer journey and develop and implement strategies to grow and preserve brand loyalty. Collect and analyze customer data an... more details
Overview
Pep Boys is driven by its customer promise, “We go further to help you go farther.” Founded 100 years ago by military veterans, generations of drivers have counted on Pep Boys ASE-certified Pros to service their vehicles. With a national network of over 800 locations in 35 states and Puerto Rico, and 20+ distribution centers, Pep Boys employs over 8,000 people. Over 7 million vehicles pass through Pep Boys bays each year, and our commitment to being the ONE our communities count on is demonstrated through our exceptional customer experience and support of the critical technical training initiatives needed to close America’s skills gap. For more information, visit www.pepboys.com.
Position Summary
The Vice President – Marketing Strategy & Customer Intelligence will be responsible for mapping – and improving upon – the customer journey, and will play a significant role in designing, implementing and monitoring effective marketing strategies aligned with the Company’s goals, using data and market research.
Duties & Responsibilities
- Lead the mapping of the end-to-end customer journey and develop and implement strategies to grow and preserve brand loyalty.
- Collect and analyze customer data and market intelligence from various sources, including CRM systems, surveys, social media platforms, and website analytics.
- Identify key customer segments and develop customer personas to better understand their needs, preferences, and behaviors.
- Conduct market research to identify trends, competitive landscape, and customer sentiment.
- Collaborate cross-functionally to develop strategies that align with customer insights.
- Utilize statistical analysis and predictive modeling to anticipate customer behavior patterns and identify growth opportunities.
- Identify opportunities for personalized customer experiences and assist in implementing targeting marketing campaigns.
- Monitor customer satisfaction metrics and feedback to identify areas for improvement in products and services.
- Stay informed about industry trends, technological advancements, and customer intelligence and analytics best practices.
- Act as a strategic advisor to senior leaders and other executives across the businesses.
- Manage direct reports on day-to-day activities including planning & allocating tasks as required in collaboration with senior leaders.
- Manage relevant systems and processes development.
- Prepare materials for Senior Leadership and Board of Directors meetings.
- Additional duties as assigned.
Knowledge, Skills, and Abilities
- Bachelor's degree in marketing, business administration, statistics or equivalent training required.
- Proven experience (10+ years) in customer intelligence, market research, or data analysis roles.
- Expertise with CRM systems and data analytics tools.
- Experience with statistical analysis and predictive modeling techniques.
- Proficient in data analysis tools and software.
- Strong analytical, statistical, and problem-solving skills, with the ability to translate data into actionable insights.
- Strong project management skills, with the ability to prioritize tasks and meet deadlines.
- Experience leading and managing a team.
- Experience with marketing department transformation preferred.
- Strong problem-solving skills, organizational and project management skills.
- Strong ability to communicate both verbally and in writing independently.
- Project management and change management skills.
- Customer service oriented, recognizing the importance of client services.
- Exercises excellent professional judgment.
- Ability to multitask and manage large, complex projects.
- Ability to work in a fast-paced environment, prioritizing work accordingly.
- Adaptable to change in the organizational environment.
- Demonstrated follow-through and attention to detail.
- Strong business acumen.
- Ability to travel up to 25% of the time.
Physical Demands/Work Environment
- Repetitive movement of hands and fingers, typing or writing.
- Regular standing and walking.
- Reach with hands and arms.
- Frequent travel.
- Talk and hear.
- Ability to work under tight time constraints, handle sensitive date and multi-task so that deadlines can be met.
- High organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline driven environment.
The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The characteristics described above are representative of those an employee encounters while performing the essential functions of this job.
Pep Boys is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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