Customer Analytics Specialist

Description

A customer analytics specialist is responsible for analyzing customer data and pushing data-driven initiatives to increase the impact of CRM projects. The main objective is to provide meaningful insights to the CRM team as well as help implement efficient processes for data usage including segmentation, automation, and personalization within the contexts of the CRM-owned channels. CRM Analytics specialists work closely with several stakeholders within the CRM and other teams to deliver sophisticated analytics of CRM and targeted marketing activities and estimate their impact on revenue. These projects include, but are not limited to, creating, and maintaining various dashboards, and providing ad hoc analysis and insights to help business run more efficiently.

Responsibilities

Integrate, compile, analyze and evaluate all sources of CRM data including customer, transactional, engagement and product data, and identify key trends

Develop and present detailed reports for management and the team to help them make more informed and impactful decisions, conduct analysis for CRM campaigns post-factum, assess user engagement in campaigns, deliver actionable insights and recommendations

Provide valuable insights into customer behavior, identify betting patterns and preferences during different stages of their lifecycle with the company, develop customer activity profiles through statistical analysis

Identify and define different customer segments and provide insights into efficient targeting, conversion and retaining of customers, monitoring monthly change of user categories

Develop a holistic view of the customer lifecycle and the impact of implemented CRM strategies throughout the entire lifecycle of the customer

Conduct business analysis, identify key factors and causation links by evaluating information gathered from multiple sources (including customer surveys) to form a solid understanding of business processes from low-level information and be able to make daily and monthly comparisons

Collaborate with other members of the team on various projects to ensure good quality data is being used, participate in manual and automated daily data reconciliation/manipulation, implement improvements for increased quality and efficiency of CRM processes

Undertake spontaneous initiation of analysis to generate customer insight or operational projects to add value to the CRM workflow

Requirements

Degree in Economics, Finance, Business, Mathematics, or other relevant fields

Proven working experience in data/ business analysis

Experience working with large datasets attained through multiple channels

Strong understanding of data modeling concepts

Strong mathematical and analytical mindset

Advanced practical knowledge of MS Excel is a must

Demonstrated knowledge of SQL and ETL processes

Experience with Power BI is a huge plus

Experience with programming languages or statistical packages like Python or R is a plus

Familiarity with CRM tools and programs is a big plus

Ability to work in a fast-paced environment and adapt to changes

Logical and problem-solving mindset

Hardworking and flexible personality with a high sense of responsibility

Ability to effectively multitask and prioritize tasks

Passion, drive, and motivation to continuously learn new things

Strong communication and presentation skills