Customer and CRM Analyst

at  HM

Job Description
As a Customer and CRM Analyst, you will be responsible for analyzing customer data and driving the CRM agenda. You will ensure effective utilization of CRM data to enhance customer relationships, improve customer experiences, and drive business growth.
Your role involves overseeing data management as well as implementing CRM strategies based on Global guidelines. You will collaborate cross-functionally to leverage customer data for targeted marketing campaigns and personalized customer interactions across paid and owned activities. You will play a key role in optimizing customer engagement, retention and loyalty through the effective use of CRM tools and analytics.

Key Responsibilities

• Utilize and analyze CRM data to gain insights into customer behavior, preferences, and interactions with the company. Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction.
• Collaborate with Strategy & Planning and Omni Sales teams to develop and implement CRM strategies aligned with business goals. Leverage global CRM capabilities to drive customer acquisition and retention tactics, adapted to fit local needs.
• Utilize global frameworks to analyze and drive customers through the customer journey as well as identify opportunities for improving customer experiences and engagement together with cross-functional teams.
• Track key performance indicators (KPIs) related to CRM activities, such as customer retention, customer lifetime value (CLV) and engagement metrics, to optimize our activations and drive incremental sales.
• Work with the team to evaluate how we are tracking towards long-term goals and why/why not we are performing, specifically responsible for understanding the health of the customer base and how that impacts overall diagnosis. Use these insights to support the strategic direction and set new long-term goals.

Qualifications
To be successful in the role as Customer & CRM Analyst, you possess strong customer 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 behavior and how that impacts customer experience & engagement and future business value. You are driven by turning insights into actions and present your findings and recommendations in a clear way to stakeholders across functions. You enjoy working on a strategic level as well as hands-on with data and visualization to perform your analyses and reporting.

What you need to succeed:

• Proven experience (typically 3+ years) in CRM management, customer analytics or related roles.
• Experience from analyzing and manipulating large data sets using SQL, Python or other programming languages. Experience working in PowerBI, Tableau or other data visualization tool is highly meriting.
• Strong analytical skills and proficiency in data analysis tools and statistical techniques. Understanding of customer journey mapping and customer experience principles.
• Excellent communication and presentation skills to convey analysis findings and recommendations effectively. Ability to translate insights into actionable strategies and support cross-functional teams in decision-making with the ability to drive recommendations through to key stakeholders.
• Self-motivated, result oriented problem solver with strong business sense to be able to put insights into the right context. Detail-oriented with the ability to manage multiple projects and deadlines.

Additional Information
This is a full-time position reports directly to Regional Insight and Analytics Manager. This position is based in Singapore.
Apply by sending in your CV in English as soon as possible, but no later than the 16 June 2024. Due to data policies, we only accept applications through career page.

COMPANY DESCRIPTION

H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M at www.hmgroup.co

• Utilize and analyze CRM data to gain insights into customer behavior, preferences, and interactions with the company. Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction.
• Collaborate with Strategy & Planning and Omni Sales teams to develop and implement CRM strategies aligned with business goals. Leverage global CRM capabilities to drive customer acquisition and retention tactics, adapted to fit local needs.
• Utilize global frameworks to analyze and drive customers through the customer journey as well as identify opportunities for improving customer experiences and engagement together with cross-functional teams.
• Track key performance indicators (KPIs) related to CRM activities, such as customer retention, customer lifetime value (CLV) and engagement metrics, to optimize our activations and drive incremental sales.
• Work with the team to evaluate how we are tracking towards long-term goals and why/why not we are performing, specifically responsible for understanding the health of the customer base and how that impacts overall diagnosis. Use these insights to support the strategic direction and set new long-term goals