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Analyst, CRM

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The Analyst, CRM is responsible for providing customer data analysis with actionable insights for use across a multi-channel retail organization. The Analyst will be working closely with the head of CRM to develop insightful customer dashboards which include RFM segmentation, loyalty program trends and more. The Analyst for CRM will become an advocate for the loyalty program, data management within the organization, customer facing programs and services and be an effective communicator to business partners. The Analyst will also create adhoc customer insights reports pertaining to product categories, new product launches, lifecycle communications and more.
KEY ACCOUNTABILITIES
Reporting and analysis:
 Provides deep dive customer data analyses to surface actionable insights for strategic decision-making
 Develops and maintains customer data dashboard inclusive of all customer data touchpoints (POS,
Ecomm, Loyalty program, subscription program)
 Work in collaboration with CRM manager to identify customer segments and develop customer
segmentation forecasting model
 Responsible for customer data requests as they relate to media campaigns, email, omni channel
personalization, care center, ad hoc report requests, etc.
 Analyzes and test loyalty program tools for development and/or disconnects in performance
 Takes ownership for loyalty program customer insights and analysis
 Support loyalty program inquiries regarding new promotions, processes, program parameters, tool
applications
Collaboration and key stakeholders:
 Builds strong cross functional relationships with internal and external business partners and customers
 Partners with IT on building queries and models for use in deep dive analyses to better understand consumer lifecycle and marketing effectiveness
 Partners cross functionally to define data needs for customer centered decision making and translates into reporting/query requirementsforIT
 Works closely with IT in building the Marketing Database and analytical systems required to support the strategy
 Responsible for overseeing the data hygiene, bug resolution and roadmap in partnership with IT
 Collaborates with Marketing/IT/Legal to document and maintain customer data governance policies and ongoing hygienic processes for the company
 Partner with IT on development of database solutions’ technical requirements, act as business lead through database development, implementation and testing to ensure alignment between business goals and implement
 Work with business leads and IT to enhance data capture processes across POS, Web, OMS and Relationship Program interfaces
CRM Operations:
 Works to develop ideas to optimize and improve data capture at POS, web site, call center
 Build business cases and recommend new technologies and enhancements for customer data intelligence
solutions
 Develop and implement data management strategy and develop business requirements for new customer
solutions
 Adheres to Bare Escentuals and Customer Service team policies and procedures
 Establish and maintain best practices in data governance and appropriate data hygienic
JOB QUALIFICATIONS
 Bachelor’s degree required, preferred areas of study Marketing Operations or Information Technology
 3-5 years of experience working in a Marketing Database Operations or Customer Intelligence function
 Expertise in Customer Data Management, Customer Analysis and Customer Segmentation
 Demonstrated experience in functional design of a multi-channel loyalty program
 Experience developing business and technical requirements for IT organizations
 Strong process skills and structured analytical problem solving capabilities as well as ability to think creative
solve problems
 knowledge of applicable data governance and hygiene best practices, as well as data privacy practice and
laws
 Ability to manage across organizational boundaries and lead cross functional initiative
 Self-starter; entrepreneurial spirit and capabilities
 Experience at a retail company, with an interest in Beauty industry
 Highly detail- oriented, particularly related to reviewing and managing large amounts of data
 Interested in, committed to understanding, the end use of customer data in marketing, retail and
DTC initiatives
 Strong logical thinker and decision¬ maker, and ability to synthesize data and other information to
support decisions

 Excellent oral and written communication skills
 Excellent time management and organization skills
 Must be comfortable working in areas of ambiguity and with direction from cross functional leads
 Ability to deliver feedback in a coherent, respectful, and professional manner
 Basic project management skills in terms of defining and identifying required deliverables within
expected timelines
 Expert knowledge in utilizing advanced Excel spreadsheet capabilities by which to conduct analyses; collecting data from a variety of resources; designing charts and graphs for presentation purposes; performing statistical and substantive analyses of large amounts of data
Proficient in MS Excel, SQL, Access, Word, and PowerPoint
Must be able to perform essential functions (with or without an accommodation) without posing a "direct threat" to the health and safety to self or others
The Company reserves the right to alter, change, abolish and even combine jobs depending upon changing conditions and needs

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