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Director, CRM Analytics (Los Angeles, CA)

Javelin Agency

Los Angeles, California 90066
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Full Time
  • Data Analytics
  • Data Engineer
  • Marketing
  • Data Scientist
  • Statistician
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Job Details

Architect. Thought leader. Disruptor. Visionary. Engager. Innovator.

As the Director of CRM Analytics, you’ll be the lead architect and visionary for one of the agency’s largest accounts. You’ll also be a voice for Javelin and within the industry, a highly visible advocate who speaks confidently and credibly, both externally and internally. In our data-driven world, you’ll help create innovative approaches to CRM based on customer data, analytics and insights that lead to valued customer experiences. You’ve seen more patterns, have a rich capacity for convincing a client to act, and a finely tuned ability to integrate disparate ideas by linking the data to desired outcomes.

Your expertise and technical toolkit is deep and extensive, which will enable you to help conduct customer journey workshops one day, and an independent analytics project the next, while you help shape agency intellectual property or prepare for a client strategy session, even as you write provoking think pieces. No two days are alike and you’ll work with a variety of executive-level clients, agency partners and colleagues on multiple projects, all focused on delivering CXRM engagements that deepen customers’ ties with our clients’ brands. We’re looking for a mature mix of skills: data science, marketing, research, communication, insight, presentation and leadership.


What you’ll do: 

  • Architect and help deliver the CRM analytics platform for one of the agency’s largest accounts.
  • Drive the use of data to create a strategic analytics framework for cultivating and producing insights that build our clients’ brands by identifying and maximizing key customer experience touch points and measuring ROI to prove it.
  • Provide industry thought leadership on telecommunications marketing as an author and a speaker — within our industry, for our senior-level clients and for the agency.
  • Demonstrate a solid understanding of client business strategy, products, competitors and industry standards.
  • Serve as day-to-day analytics partner to the clients, using excellent communication and strong presentation skills internally and with clients of all levels.
  • Oversee the analytics strategy and reporting on complex CXRM and digital engagement programs — from planning to development to execution to evaluation — through dashboard development and tracking/measuring deliverables.
  • Counsel clients on business opportunities, providing strong recommendations on project and partnership priorities.
  • Perform data analysis, effectively summarizing findings and sharing actionable applications with colleagues and clients.
  • Demonstrate strong understanding of digital and social platforms, trends and measurement approaches with an enthusiastic pursuit of continuous learning.
  • Oversee the development of metrics, dashboard reports and campaign test design.
  • Apply innovative data analytics methodologies to drive customer insights for our clients’ brands.
  • Collaborate extensively with the creative, technology, analytics and account management teams and more, to add value to all client relationships.
  • Engage and take a lead in business development efforts.


What you’ve got (desired attributes):

  • Strong analytical and strategic thinking ability with deep understanding of digital media, technologies and trends.
  • Inquisitive nature and desire to develop compelling insights that drive integrated marketing analytics across the customer journey.
  • Strong working knowledge of CRM and customer-experience mapping in digital engagements.
  • Proven ability to develop trusted executive-level client partnerships.
  • Confidence, leadership and the ability to lead a direct and matrixed support team in a different location.
  • Ability to anticipate needs that the client may not yet recognize and ensure that approaches and creative solutions are linked to client objectives with supportive data.
  • Savviness to know how to build and influence relationships that demonstrate an understanding of client business and build confidence in Javelin’s expertise.
  • Excellent writing and communication skills; ability to personally prepare client-ready deliverables and presentations.
  • Able to effectively communicate compelling insights from qualitative and quantitative inputs.
  • Successful track record of working independently and autonomously while being a valued partner with strong relationships.
  • Innate curiosity that drives you to pursue and bring to life new ideas and solutions in partnership with your teammates.
  • Ability to prioritize, problem-solve and remain poised, positive and productive in high-pressure situations.
  • Fun and collaborative, looking to help lead, develop and add to the agency’s marketing expertise and relevance.
  • Action-oriented with a strong sense of accountability.
  • Creative thinker with analytical problem-solving skills.
  • Ability to travel up to 25%, sometimes at short notice.


  • 7-10 years’ work experience in marketing analytics, including 5+ years specifically in CRM analytics (agency experience highly preferred).
  • Post-graduate degree in a quantitative field or MBA (highly preferred).
  • Experience managing, mentoring and collaborating with colleagues and staff.
  • Possess strong background in statistics, with working knowledge of experimental and test design.
  • Experience in managing data and data mining.
  • Experience developing overall engagement strategy and working with various SMEs, discipline leads and teams to execute plans.
  • Excellent knowledge of desktop applications and software used for data analysis, manipulation and visualization:
    • MS Office: Excel, Word, PowerPoint, Outlook
    • Advanced SAS and SQL
    • Tableau
  • In-depth understanding of analytics, database and technology platforms, and media channels.
  • Experiential knowledge of multi-/cross-channel and digital marketing techniques for:
    • Testing and evaluation of campaign elements
    • Tracking and measurement of campaign metrics
    • Analysis and reporting of campaign metrics
  • Applied experience with a strong understanding of advertising/marketing business objectives and dynamics.
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