CRM Insights Analyst — CLV & Loyalty Analytics

Applied Labs; Greater London; Hybrid; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Flexible working

Health & wellbeing offers

Pension options

Job summary

Molton Brown is seeking a CRM Analyst on a 12-14 month fixed term contract to support the CRM Manager with customer lifetime value reporting across global channels. You will develop tiering models, report CLV metrics, and provide actionable insights to grow and retain the customer base.

You will analyse recency, frequency and monetary value, monitor campaigns, review customer feedback, and support international loyalty initiatives while collaborating with the Digital Analytics team.

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.
• Create customer tiering target models, based on Recency, Frequency and Monetary value data to facilitate customer segmentation and communication planning.
• Regularly report on CLV (customer lifetime value) 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

RFM modelling

Loyalty data reporting

Customer insight for email

Advanced Excel

Education

Graduate or equivalent with analytical background

Tools

Excel

SQL

Business Insights tool

Fabricor

Job description

Molton Brown is seeking a CRM Analyst on a 12-14 month fixed term contract to support the CRM Manager with customer lifetime value reporting across global channels. You will develop tiering models, report CLV metrics, and provide actionable insights to grow and retain the customer base.

You will analyse recency, frequency and monetary value, monitor campaigns, review customer feedback, and support international loyalty initiatives while collaborating with the Digital Analytics team.