Customer Relationship Management Analyst

Data Analysis:

• Collect, analyze, and interpret customer data from various sources to provide insights and recommendations.
• Develop and maintain dashboards and reports to track key metrics related to customer acquisition, retention, and engagement.

CRM System Management:

• Oversee the implementation and maintenance of the CRM system, ensuring data integrity and accuracy.
• Collaborate with IT and other departments to ensure the CRM system meets business needs.

Customer Segmentation:

• Develop and implement customer segmentation strategies to target specific customer groups effectively.
• Create and maintain customer profiles and personas to support targeted marketing efforts.

Campaign Management:

• Work with marketing teams to design, execute, and evaluate CRM campaigns.
• Track campaign performance and make data-driven recommendations for improvement.
• Execute loyalty program campaigns, including points and voucher distribution.

Customer Loyalty Management:

• Manage and optimize customer loyalty programs, including the administration of points and vouchers.
• Analyze loyalty program data to provide insights and recommendations for enhancing customer loyalty.
• Monitor and report on the effectiveness of loyalty initiatives and campaigns.

Cross-Sell and Up-Sell Activities:

• Identify opportunities for cross-selling and up-selling products and services to existing customers.
• Develop and implement strategies to increase cross-sell and up-sell rates.

Lead Generation:

• Generate and qualify leads through various channels.
• Collaborate with sales and marketing teams to nurture leads and convert them into customers.

Content Creation:

• Create engaging content for email campaigns, push notifications, and other communication channels.
• Design visually appealing materials for campaigns (preferred).

Customer Insights:

• Conduct surveys, focus groups, and other research methods to gather customer feedback and insights.
• Use insights to identify trends, opportunities, and areas for improvement in the customer journey.

Reporting and Communication:

• Prepare regular reports on CRM and loyalty program performance and present findings to senior management.
• Communicate effectively with stakeholders to ensure alignment on CRM and loyalty strategies and objectives.