SENIOR CRM ANALYST

About The Role:
The Senior CRM Analyst, located in our HQ office in Solomeo, is part of the Global CRM team and is responsible for the design, implementation and monitoring of the CRM analytics infrastructure, to make Customer Intelligence information easily accessible to the company stakeholders, at HQ and local level.
He/she is also responsible to create dashboards, reports, analysis on customers behavior, at omnichannel and global level, based on specific business needs to support strategic decision-making.
Reporting to the Global Head of CRM she/he will work closely with the Local CRM teams, Retail Operations, ICT, Digital and DPO.

Responsibilities:

• Contribute to spread the CRM culture within the company
• Partner with ICT and suppliers to ensure a streamlined omnichannel CRM analytics platform in line with the company needs
• Prepare the Global CRM reviews and ad-hoc analysis for the top management, to provide a clear picture of the key information related to our clients, across channels and touchpoints
• Support Global and Local CRM teams in the definition, implementation and monitoring of the CRM KPIs and targets
• Assist other colleagues (both in HQ or in local Subsidiaries) with tailored analyses in order to identify key trends and behaviors that influence loyalty and increase customer lifetime value.
• Provide training to make the analysis outcome clear and actionable. Collect feedbacks to enhance reports and analysis

Requirements:

• Bachelor’s Degree: Statistics, Mathematics, Engineering
• At least 3 years of experience in CRM Analytics
• A Customer-driven orientation with a passion for data
• Strong analytics skills including data mining techniques and tools (e.g. SPSS) and ability to clearly present the analysis results to business stakeholders
• Intermediate up to advanced proficiency in Excel, very good knowledge of data visualization techniques
• Attention to detail, effective communication, natural empathy and leadership with the ability to work both autonomously and within a team environment
• Fluent English (both spoken and written); any other language is a plus

• Contribute to spread the CRM culture within the company
• Partner with ICT and suppliers to ensure a streamlined omnichannel CRM analytics platform in line with the company needs
• Prepare the Global CRM reviews and ad-hoc analysis for the top management, to provide a clear picture of the key information related to our clients, across channels and touchpoints
• Support Global and Local CRM teams in the definition, implementation and monitoring of the CRM KPIs and targets
• Assist other colleagues (both in HQ or in local Subsidiaries) with tailored analyses in order to identify key trends and behaviors that influence loyalty and increase customer lifetime value.
• Provide training to make the analysis outcome clear and actionable. Collect feedbacks to enhance reports and analysi