CRM Analyst

CRM ANALYST

The CRM Analyst will be responsible for analysing customer data to provide support for Loyalty & CRM teams as well as the Private Shopping function, using tools such as SQL to create meaningful insight. He/she will provide useful insight on the effectiveness of Harvey Nichols loyalty & marketing campaigns; and helping to identify initiatives that will boost brand and customer loyalty and drive revenue for stores and online. 

What you'll be doing:

• Deliver customer insights and make recommendations for future promotions & initiatives by performing data analysis and post activity/campaign evaluations
• Responsible for identifying different customer profiles and key trends and factors influencing customer behaviour (be it shopping, engagement or HN brand loyalty)
• Provide insightful analytics to answer key business questions
• Provide meaningful customer data to support store planning and manage ongoing review of store performance at customer level
• Measure, analyse, and report performance metrics relating to Harvey Nichols’ loyalty program
• Conduct assessment of specific loyalty program performance, such as benefit redemption and cash rewards according to their efficiency and profitability
• Develop customer models to predict customer response rate, customer frequency rate, customer life-time value (LTV), etc.
• Initiation of any analysis that can generate customer insight or operational projects to add value to the customer relationship
• Provide timely and accurate monthly reporting of KPI
• Support execution of communication by providing data lists and driving up-sell, cross-sell and retention through data modelling
• Help refine life-cycle campaigns including customer segmentation, life-time valuation and predictive modelling
• Undertake analysis of customer data (e.g. loyalty scheme, App and Wifi data) to conclude on customer behaviour hypotheses and impact of new projects
• Work alongside the CRM & Loyalty team to develop the customer data and analytics roadmap, ongoingly optimising CRM architecture and data flow within Harvey Nichols

About your experience:

• Bachelor’s degree in Business, Marketing, or Statistics, or in a quantitative field, such as Mathematics, Finance, or Economics or equivalent
• SQL data experience is essential
• Working knowledge or experience of Salesforce and Google Analytics
• Knowledge of segmentation and targeting
• Strong analytical skills with ability to deliver insightful ideas and draw findings from figures
• Able to undertake data analysis using advanced statistical tools; 

A bit about you:

• Demonstrable passion for fashion
• Exceptional attention to detail & performance driven
• Ability to write copy to a high standard
• Good written, analytical & verbal communication skills
• Proactive team player able to work individually and as part of a team
• Ability to analyse, interpret and manage data
• Ability to build strong working relationships

All your hard work, rewarded:

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

Flexible working
Very generous staff discount plus annual clothing allowance