CRM Analyst

London  |  Head Office

Reference
VAC-5125
Role Type
Permanent
Salary Overview
Competitive Basic Salary and Excellent Benefits
Salary
Competitive Salary
Expiry Date
17/06/2022

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

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