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Senior Director Data, Strategy, and eCommerce

Posted: 04/21/2022

  1. Job Summary: 
The Senior Director Data, Strategy, and eCommerce leads and directs the Customer Relationship Management (CRM) projects for the Association, identifies strategic opportunities for innovation, optimizes eCommerce capabilities and facilitates strategic projects in collaboration with Senior Leadership.  Develops and implements policies and standard operating procedures to ensure the security and integrity of the YMCA CRM, YMCA eCommerce platform and associated CMS.  Provides analysis, strategy, insight, supervision, and leadership for associated installed technology applications for all departments and branches of the YMCA to optimize performance, increase revenue, deliver impact, and improve business practices and processes.
 
  1. Essential Functions: 
Data & Execution Responsibilities:
  • Oversees functional, technical and process expertise across the organization regarding primary and secondary CRM applications.
  • Provides leadership and strategy to the Data Analyst Team to deliver analysis and reporting solutions to support decision-making needs within the organization.
  • Develops and drives digital strategies for innovative solutions, process improvements, workflow automation, and system enhancements to improve business efficiency with regards to data, products, and sales.
  • Ensures solutions support the Associations business requirement specifications, policies, and business procedures.
  • Directs execution of CRM projects including system upgrades (annually) and the introduction of additional system modules or features.  Develop project plans and execute test cases with careful attention to accuracy and detail.
  • Partners with Security teams to ensure risk mitigation, and appropriate access control policies and adherence related to sensitive personally identifiable information (PII), PCI compliance, and HIPAA (where necessary) in addition to ongoing security audits.
  • Leads projects related to data integrity, application configuration, CRM database tables and escalated day-to-day application support.
  • Directs the architecture, development, deployment, and maintenance of custom reports and interfaces that leverage structured and unstructured data sets for analysis and reporting with internal/external systems and vendors.
  • Collaborates with internal CRM customers and integration partners to drive efficiencies for the YMCA and strengthen our customer experiences.  Our CRM currently integrates with dozens of partners that require on-going relationships for maintenance and upgrade considerations, including APIs, SQL, and access oversight.
  • Partners with business stakeholders to lead requirement creation for new APIs and endpoints for future systems integrations to enable innovative customer and stakeholder capabilities.
  • Anticipates challenges, manage competing priorities, effectively communicate with all stakeholders, and maximize the utilization of the CRM system.
  • Leads the strategy for data conversion initiatives and serves as subject matter expert for financial reconciliation of converted data in partnership with Finance/Accounting.
  • Provides vigilant monitoring for system performance issues and watchful that new code/applications consider their performance impact. 
Strategy & Communication Responsibilities:
  • Creation and execution of data driven innovation opportunities aimed at increasing revenue and impact due to this function sitting at the intersection of Digital, Marketing, IT, Finance, and Operations.
  • Establishing predictive analytics capabilities to enable near real-time changes in product sales strategies.
  • Provides key inputs for ROI analyses and business case development for new product initiatives.
  • Audit quantitative analytics data to determine performance of new and existing digital products as they relate to revenue and impact driving activities.
  • Creation of and communication with stakeholders quarterly and annual roadmap related to CRM and eCommerce enhancements to further meet the needs of customers and stakeholders.
  • Establish and oversee intake processes for feedback methods from internal stakeholders for continual optimization of platform capabilities.
  • Creates data visualization and modeling tools to support business strategy and tactics.
  • Identifies opportunities and proactively provides recommendations to business stakeholders and senior leadership based on ongoing real-time data analysis.
  • Support, conceptualize and recommend innovative solutions based on the long-term strategies and goals of the organization.
  • Provides relevant data and information for presentations to Sr Leadership, board members, and donors on an as-needed basis related to product and program engagement, technology capabilities, innovation opportunities, and revenue. 
eCommerce Responsibilities:
  • Responsible for continued stability and growth of 10-figure annual ecommerce revenue.
  • Responsible for the customer facing CMS and logic flows for the ecommerce hosted application that facilitates all customer transactions with the YMCA leveraging DNN (DotNetNuke).
  • Partners with UX/IA/Design/Development/QA and project management resources both internally and externally to deliver ongoing improvements aimed at customer satisfaction, conversion, and revenue growth.
  • Anticipates large sales-volume cycles and ensures appropriate scale of servers and infrastructure in a flexible manner to reduce total cost of ownership while maintaining 99.9% SLA uptime of platform during organization operational hours.
  • Recommend and implement customer-facing process improvements related to optimization of the eCommerce shopping funnel
  • Leverages current and future impactful trends related to online shopping behavior such as integrations with Apple/Google wallets for payment.
  • Develop programs for targeted sales marketing through predictive data and analytics.
  • Segmentation of audiences for relevancy aimed at increasing revenue and impact through service sales and offerings.
 
  1. Relationships:
 
The Sr. Director Data, Strategy, and eCommerce reports to the SVP of Digital and Strategy who reports to the Chief Executive Officer. The Sr. Director Data, Strategy, and eCommerce provides work direction to agency partners and associated staff relevant to the execution of the YMCA of the North, digital roadmap. The Sr. Director Data, Strategy, and eCommerce manages a team including a Senior Data Analyst and other associated resources. Key audiences include leadership, finance, staff, volunteers, board members, members, donors, program and camp participants, strategic partners, foundations, Y associations, and corporations.
  1. Qualifications:
 
 
  • Bachelor’s degree in Computer Science, Management Information or Information Technology preferred (or equivalent)
  • A minimum of seven (7) years of experience with CRM system implementations/integrations/data conversions and development, eCommerce, CMS, and digital strategy.
  • Minimum of five (5) years providing direct supervision of others.
  • A minimum of five (5) years of technology vendor partnership management experience.
  • Demonstrated ability to prioritize issues with appropriate sense of urgency and respond to emergencies after normal business hours on a regular basis.
  • Proven project management skills and experience with exceptional attention to detail.
  • Experience with report writing software.
  • Applied knowledge of data security best practices related to PCI and HIPAA compliance.
  • Demonstrated ability to understand changing market dynamics, translate them into short- and long-term actionable strategies, develop plans, and generate tactics necessary to ensure plans are realized.
  • Knowledge of software integration tools such as APIs, and SDKs
  • Minimum of two (2) years of experience building and enhancing JavaScript based web applications.
  • A collaborative leadership style and the ability to motivate inspire and influence others to achieve results
  • Excellent verbal and written communication skills with all levels of organization.
  • Must possess strong analytical, planning, organization and problem-solving skills.
  • Ability to work on multiple projects in various stages of completion and adapt to shifting priorities.
  • Ability to build and sustain strategic relationships, both internally and externally.
  • Demonstrated ability in budget management with oversight of project funds with a minimum of seven (7) figures.
  • Excellent interpersonal and written communication skills
  • Ability to think conceptually and strong analytical skills
  • Ability to handle multiple demands and priorities and achieve organizational objectives
  • PC experience including all Microsoft Office Suite Products
  • Strong interpersonal skills, including ability to work effectively with individuals from diverse backgrounds
  • Ability to work discreetly with confidential information
  • Experience with Personify software and development, preferred
  • Experience with SAP Business Objects and/or SQL, preferred
  • Experience working for a non-profit organization, preferred
 
  1.  Work Conditions:
 
  • Operates a computer for an extended period of time.
  • Ability to travel to YMCA branches, camps or other locations.
  • Ability to respond to emergency situations after normal business hours.
 
 
  1. Additional Notes:
 
This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Chief Executive Officer/SVP Digital and Strategy or their representatives in completing projects or performing duties deemed necessary for the branch or association success.