Customer & CRM Analyst

As the Customer & CRM Analyst, you will be responsible for analyzing customer data and drive the CRM agenda, ensuring an effective utilization of CRM data to enhance customer relationships, improve customer experience and drive business growth. Your role involves overseeing data management, implementing CRM strategies based on Global guidelines and collaborating with cross-functional teams to leverage customer data for targeted marketing campaigns and personalized customer interactions across paid and owned activities. In addition, you will play a key role in optimizing customer engagement, retention, and loyalty through the effective use of CRM tools and analytics.

You have strong consumer and customer focus with proven ability to drive results and work towards goals. You are analytical and insight-driven and have a strong interest in customer, customer behaviour and how that impacts customer experience & engagement and future business value. As an experienced analyst, you enjoy working on a strategic level with data and visualization to perform your analysis and reporting, turning insights into actions and presenting your findings and recommendation in a clear way to stakeholders across functions.

Key responsibilities

• You optimize customer engagement and satisfaction with CRM data by identifying trends and opportunities by analyzing and visualizing customer data to gain insight into customer behavior, preferences, and interactions with the company.
• Drive customer acquisition and retention tactics by developing and implementing CRM strategies aligned with business goals using global CRM capabilities, collaborating with Strategy & planning and Omni Sales teams.
• Improve customer experiences and engagement together with cross-functional teams, utilizing global frameworks to analyze, identify and drive customers through the customer journey.
• You can identify opportunities to reach our target customers better and drive incremental sales by tracking KPIs related to CRM activities.
• Support the strategic direction and set new long-term goals with identifying how we are tracking performance, specifically understanding the health of the customer base and how that feeds into the overall diagnosis.

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To be successful in the role as Customer & CRM Analyst, you should have strong brand and commercial focus with proven ability to drive results and work towards goals. You are analytical and insight-driven and have a strong interest in customer, custome