Senior CRM and Data Analyst

General Responsibilities

• 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

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
• 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

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

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.
• 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.