CRM Analyst

London  |  Head Office

Role Type
Salary Overview
Competitive Basic Salary and Excellent Benefits
Competitive Salary
Expiry Date


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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