CRM Analyst — Loyalty & Customer Insights

KAO; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

Molton Brown, part of Kao, is seeking a CRM Analytics professional to support the CRM Manager with customer lifetime value insights and loyalty program analytics. The role focuses on reporting, segmentation, and campaign impact across global markets.

The fixed-term contract (12-14 months) will involve analyzing customer behaviour, building CLV models, and coordinating with digital analytics to drive ROI and improved customer retention.

Qualifications

• Graduate or equivalent with an analytical background.
• 3+ years experience operating in a CRM Analyst level role.
• Experience working with RFM modelling.
• Experience reporting loyalty data and Customer insight for email segmentation.
• Advanced Excel - Ability to manipulate data using v-lookups, pivot tables and advanced formulas.

Responsibilities

• Support the CRM Manager in maintaining customer insight and customer lifetime value reporting to all levels of the business.
• Create customer tiering target models based on Recency, Frequency and Monetary value data to facilitate customer segmentation and communication planning.
• Regularly report on CLV metrics, maintaining and distributing the CRM dashboard.
• Identify consumer behaviour trends, recommending improvements to activities to ensure ROI on spend.
• Review and analyse customer feedback from surveys, social media, online reviews and other sources.
• Monitor and report on competitor and customer loyalty trends (including international territories).
• Support the CRM Manager in planning and executing customer research activities.

Skills

CRM analytics

RFM modelling

Loyalty analytics

Advanced Excel

SQL

Business Insights tools

Education

Bachelor's degree or equivalent

Tools

Fabric

Business Insights tool

Job description

Molton Brown, part of Kao, is seeking a CRM Analytics professional to support the CRM Manager with customer lifetime value insights and loyalty program analytics. The role focuses on reporting, segmentation, and campaign impact across global markets.

The fixed-term contract (12-14 months) will involve analyzing customer behaviour, building CLV models, and coordinating with digital analytics to drive ROI and improved customer retention.