As a Customer and CRM Analyst, you will be responsible for analysing customer data and drive the CRM agenda, ensuring an effective utilization of CRM data to enhance customer relationships, improve customer experiences, and drive business growth.

Your role involves overseeing data management, implementing CRM strategies based on Global guidelines and collaborating with cross-functional teams to leverage customer data for targeted marketing campaigns and personalized customer interactions cross paid and owned activities. You will play a key role in optimizing customer engagement, retention, and loyalty through the effective use of CRM tools and analytics.

Customer Data Analysis

• Utilize and analyze CRM data to gain insights into customer behavior, preferences, and interactions with the company. Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction.

CRM Strategy Implementation

• Collaborate with Strategy & Planning and Omni Sales teams to develop and implement CRM strategies aligned with business goals. Utilize global CRM capabilities to drive customer acquisition and retention tactics, adapted to fit local needs.

Customer Journey Optimization

• Utilize global frameworks to analyze and drive customers through the customer journey and identify opportunities for improving customer experiences and engagement together with cross-functional teams.

Performance Tracking

• Track key performance indicators (KPIs) related to CRM activities, such as customer retention, customer lifetime value (CLV) and engagement metrics, to identify opportunities to reach our target customers better and drive incremental sales.

Diagnosis and Target Setting

• Work together in the team to identify how we are tracking towards long-term goals and why/why not we are performing, including macro analysis and competitor intelligence. Specifically responsible for understanding the health of the customer base and how that feeds into the overall diagnosis. Use these insights to support the strategic direction and set new long-term goals.

• Bachelor's degree in Marketing, Business Analytics, Economics, or a related field. An advanced degree or relevant certifications are advantageous.
• Self-motivated, result oriented problem solver with strong business sense to be able to put insights into the right context.
• Proficiency in using CRM platforms and familiarity with data analysis and reporting tools.
• Knowledge, skills and interest in business and customer analysis 
• Strong analytical skills and proficiency in data analysis tools and statistical techniques.
• Excellent communication and presentation skills to convey analysis findings and recommendations effectively.
• Ability to translate insights into actionable strategies and support cross-functional teams in decision-making with the ability to drive recommendations through to key stakeholders.
• Detail-oriented with the ability to manage multiple projects and deadlines.
• Understanding of customer journey mapping and customer experience principles.
• Proven experience (typically 3+ years) in CRM management, customer analytics or related roles.
• ​Experience from analyzing and manipulating large data sets using SQL, Python or other programming languages.
• Experience working in PowerBI, Tableau or other data visualization tool is highly meriting.
• Experience with creating and maintaining strong working relationships with people from different business functions.
• Meriting competence within digital/tech and omni ways of working.

If you feel that your experience, skills, and ambitions are a match, send us your application as sooner as possible. We are looking to have a mix of people that work in a way that optimizes our decision making, team performance and ultimately helps us reflect, respect, and relate to our colleagues and customers.

This is a permanent position based in Shanghai.