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

Requirements & Capabilities:


* 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.


* Ab...