Job Title : Customer Insights Analyst
Sector Title : IT
Area : Johannesburg
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Our client a leading retail brand is searching for a Customer Insights Analyst to be based in the Johannesburg offices
Main Purpose of the Job
Understand Club Members and prospective client behaviour and consumption patterns across all channels in order to plan and anticipate trends through statistical analysis of the customer base and commercial figures
Assist Marketing Manager in development and implementation of Customer Insights strategy
Interpret and integrate data from several sources in order to provide a holistic view on consumer insights
Work collaboratively with Regional Office and HQ to initiate CRM activities in order to increase customers consumption and build loyalty
Manage market research provided within our market as well from HQ
Target and optimize all direct marketing actions through database segmentation and perform return on investment analyses
Key Performance Areas and Competencies
Customer Retention
Leverage data to gain a deeper understanding of our existing customers and to develop customer led insights
Develop programs to promote loyalty of customers to drive consumption across all channels
Manage the lifecycle process of all segments of our club members Provide customer segmentation profiles to aid targeted campaigns with an objective to improve consumption and reactivate churned club members
Identify customers most at risk of attrition and initiate programs to win them back
Develop and deliver effective communications promotions and product offers to our customers in conjunction with all channels
Provide insight and suggestion regarding promotions and product offers etc What works what doesnt work
Deliver customer insights and recommendations with the objective to increase Club members lifetime value
Advise on customer acquisition and retention strategies based on customer behaviour
Leverage CRM tools provided by HQ as per identified needs of the market
Communicate customer retention programs to internal stakeholders
Customer Acquisition
Develop means to identify and recruit prospective club members
Develop and deliver effective communications to our prospective customers in conjunction with all teams
Campaign Management Measurement and ROI
Define database selection for diverse marketing campaigns based on customer profiling and international segmentation guidelines
Evaluate club communication and activities in terms of effectiveness and profitability
Post evaluation / analysis of all communication promotion and product deals
Market Research & Insights
Leverage all corporate tools and research at the Global/Regional/Local level to translate all consumer insights into actionable strategy and competitive advantage for South Africa
Internal research understanding club behavior
External research understanding the competitive market and competitor trends
Lead Customer Segmentations adaptation and implementation at market level together with Marketing Manager and relevant agencies via media performance market research
Initiate and organize mini surveys for deeper customer insights on CRM related topics
Management
Develop CRM strategy taking into account Global/Regional/Local direction and market business needs in conjunction with mkt manager
Share best practices with Regional/HQ CRM teams
Develop KPIs to reflect customers behavior attrition rates and consumption levels and reporting on monthly basis
Internal communication to relevant internal and external stakeholders of all CRM projects
Support local & international CRM projects
Minimum Requirements
University degree preferably in Marketing and/or Business with preferably statistics
A proven and successful background developing customer insights campaigns across a large database of customers
Experience in CRM position for 4 to 6 years
Knowledge and experience of at least one statistical/data mining tool eg SPSS SAS SQL
Advanced knowledge of MS office
Understand the business environment market intelligence consumer behaviour and trends
Understand customer flow in omni channel setting
Deep knowledge of customer relationship management
Knowledge of global CRM framework strategies and guidelines
Knowledge of CRM
Knowledge of windows IT environment
Extensive knowledge of ecommerce platforms
Salary Market related
Please forward updated your resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful