CRM Insight & Loyalty Analyst (Fixed-Term)

Molton Brown; City Of London; On-site; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Flexible working

Health & wellbeing offers

Pension/retirement options depending'

Insurance options

Learning and development opportunities

Job summary

Molton Brown, a leading global fragrance brand, is seeking a CRM Analyst on a 12-14 month fixed-term contract in London. You will support customer lifetime value reporting, loyalty program development, and cross-channel insights to inform planning and growth strategies for the Molton Brown customer base.

You will build tiering models, analyze Recency, Frequency and Monetary value, and collaborate with teams to optimize campaigns, customer journeys and retention across markets.

Qualifications

• Graduate or equivalent with an analytical background
• 3+ years experience operating in a CRM Analyst level role
• Commercial awareness
• 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
• Experience using Business Insights tool preferable
• SQL, Fabricor equivalent useful
• Work experience and interest in retail and health & beauty preferable

Responsibilities

• Support the CRM Manager in maintaining customer insight and customer lifetime value reporting to all levels of the business. Insight includes key customer metrics such as Lifetime Value, Churn, Recency Frequency and Monetary value, Tiering and customer journeys.
• 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.
• Identifying consumer behaviour trends, recommending improvements to activities to ensure maximum ROI on spend. Conduct campaign wash-up analysis of customer activity, and evaluate successes and opportunities for future campaign planning based on customer reactions.
• Review and analyse customer feedback from customer surveys, social media, online reviews and any other relevant sources.
• Monitor and report on competitor and customer loyalty trends (including to international territories). Support the CRM Manager in planning and executing customer research activities to support the business.
• Manage and provide support to the Digital analytics and optimization Executive

Skills

CRM analytics

Customer segmentation

Advanced Excel

SQL

RFM modelling

Loyalty data reporting

Education

Graduate or equivalent

Tools

Fabricor

Job description

Molton Brown, a leading global fragrance brand, is seeking a CRM Analyst on a 12-14 month fixed-term contract in London. You will support customer lifetime value reporting, loyalty program development, and cross-channel insights to inform planning and growth strategies for the Molton Brown customer base.

You will build tiering models, analyze Recency, Frequency and Monetary value, and collaborate with teams to optimize campaigns, customer journeys and retention across markets.