Director Data Science & CRM at PGA TOUR Superstore

Overview

We are the world's biggest and still fastest-growing golf retailer, committed to staying the best and delivering exceptional customer experiences. Our innovative use of technology and data-driven strategies drives our continued success. As we expand, we seek a talented and experienced Director, Data Science and CRM to join our team and lead our customer relationship management (CRM) and personalization efforts.

Position Summary

The Director of Data Science and Customer Relationship Management (CRM) is pivotal in leveraging data-driven insights to steer strategic decisions and initiatives within our retail organization. This leadership position oversees the integration of data science methodologies and CRM strategies to optimize customer experiences, drive revenue growth, and enhance operational efficiency.

Duties And Responsibilities

• Develop and execute a data-driven strategy to optimize retail operations, enhance customer experiences, and drive revenue growth through advanced analytics, machine learning, and predictive modeling.
• Utilize data analytics to gain deep insights into customer behavior, preferences, and purchasing patterns, enabling the creation of personalized shopping experiences and targeted marketing campaigns to increase customer loyalty and satisfaction.
• Manage the CRM platform, ensuring its effective utilization to personalize customer communications, optimize segmentation strategies, and drive targeted marketing campaigns.
• Develop and refine customer segmentation models to identify and target key customer segments for tailored marketing initiatives and improved customer engagement.
• Lead, mentor, and develop a high-performing team, fostering a culture of collaboration, innovation, and continuous improvement.
• Oversee the analysis of customer data, market trends, and sales metrics to derive actionable insights and recommendations for business optimization and revenue generation.
• Establish KPIs and metrics to measure the effectiveness of CRM initiatives, analyzing campaign performance and customer behavior to iterate and optimize strategies.
• Collaborate with various departments such as marketing, operations, finance, and IT to integrate data-driven insights into decision-making processes, enabling the company to respond dynamically to market trends and consumer behavior.
• Evaluate and recommend the adoption of new analytics tools, technologies, and data management systems to improve efficiency and effectiveness in CRM operations.
• Utilize predictive analytics and forecasting models to anticipate customer behavior, identify opportunities, and mitigate risks within the retail landscape.
• Manage the budget for analytics and CRM initiatives, ensuring cost-effective allocation of resources and delivering measurable ROI.
• Ensure compliance with data privacy regulations (e.g., GDPR, CCPA) and implement robust data security measures to safeguard customer information.
• Prepare and present comprehensive reports, dashboards, and presentations to senior management, conveying insights, progress, and recommendations for strategy refinement.
  
  

Qualifications

• BA or BS in business, Computer Science, Information Systems, Analytics, Operations Research, Statistics, Engineering, or related fields. MBA preferred.
• Minimum 10-15 years of prior consumer insights & analytics experience.
• Proficiency in statistical analysis, machine learning, predictive modeling, and data mining techniques, with a strong ability to extract actionable insights from complex data sets specific to retail operations.
• Hands-on experience with CRM platforms (e.g., Salesforce, Adobe, or similar), including configuration, customization, and utilization for personalized marketing, customer segmentation, and campaign management.
• Proficient in programming languages (Python, R, SQL) and data visualization tools (Tableau, Power BI) necessary for data analysis, manipulation, and presentation.
• Ability to translate data insights into actionable business strategies, aligning data science, analytics, and CRM initiatives with overarching business goals to drive revenue growth and operational efficiency.
• Excellent communication skills with the ability to convey complex data findings to non-technical stakeholders, presenting insights, strategies, and recommendations clearly and compellingly.
• Proven track-record of driving analytics & insights in retail and consumer organizations
• Experience with driving a deep understanding of consumer segmentation.
• Experience with customer experience management platforms such as Qualtrics or Medalia.
  
  

Work Environment And Physical Requirements

• Must be able to stand and sit for extended periods as the job is completed primarily at a desk each day. Variable desk heights are offered, so sitting and standing at the desk is optional.
• Flexibility to work extended and varying hours as needed.
  
  

Travel

• Some travel requirements
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.

An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.