Senior CRM and Data Analyst

General Responsibilities:

1.       MAINTAIN A HIGH LEVEL OF CUSTOMER DATA QUALITY AND COMPLIANCE:

• Improve the customer database quality and animate the retail teams to share best practices in customer data capture and data security

• Ensure regular monitoring of the customer database by developing dedicated analyses and reports

• Improve the customer data quality through the in-house data quality management tool by deduplicating customers and fix means of contact in error

• Develop assets to train sales team on customer data management

• Manage and ensure the compliance of customer database and its security

   

2.       DEVELOP CUSTOMER KNOWLEDGE TO BETTER SERVE OUR CUSTOMERS:

• Be responsible for customer knowledge for the subsidiary by sharing retail, omnichannel, and customer-oriented insights

• Analyze customer behaviors and retail performance, and share the analysis with all retail stakeholders to support strategic decisions

• Anticipate local trends and customer structure evolution thanks to in-depth customer analyses

• Accompany the customer targeting initiative with CRM analyses

• Ensure the data quality and relevancy of the clienteling activities

   

3.       MONITOR ON A REGULAR BASIS THE CUSTOMER PERFORMANCE TO SUSTAIN RETAIL PERFORMANCE:

• Centralize and harmonize all customer performance related reports of the subsidiary

• Identify the local Customer Performance KPIs to be monitored

• Develop and maintain new local reports to follow customer KPIs by store on a regular basis

• Define the customer performance dashboard and report strategy to streamline the existing report package

   

4.       CUSTOMER CULTURE, ENGAGEMENT, AND EXPERIENCE:

• Act as an ambassador of customer excellence, championing the adoption and impact of customer management tools

• Collaborate and have regular meetings with retail teams to understand customer insights and seek room for improvement on customer data usage

• Support the wider team with driving initiatives to develop relationships and create special moments for customers

• Contribute to the organization of customer events, including invitations, outreach, RSVPs, and logistics

   

5.       CRM & CUSTOMER DATA PROJECT DEPLOYMENT:

• Lead and deploy the group projects in subsidiary according to local market specificities

• Accompany and implement group analytics initiatives, such as customer segmentations, and animate them across the subsidiary

• Work in close collaboration with CX, OPS, Retail Compliance, and IT teams to deploy projects related to customer relations and data

   

• University graduates in related disciplines with at least 3 - 5 years of experiences in CRM or customer data management, preferably in retail or hospitality business environment.

• Proficiency in Microsoft Office suite (Advanced Excel is a must).

• Good knowledge in BI tools (Power BI and/or Cognos IBM) is a plus.

• Ability to analyze and synthesize.

• Customer and business oriented.

• Organized, precise, adaptable, with a balance of strategy and execution.

• Discretion and confidentiality as priority.

• Demonstrated strong interpersonal skills with a team player attitude.

• Ability to work independently and to adapt to a fast-paced, changing environment.

• Fluent in English with excellent oral and written communication skills.