Customer Relationship Management Analyst - FTC

MOLTON BROWN; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

Molton Brown in London is seeking a CRM Analyst to support the Digital business and CRM Manager by delivering customer lifetime value insights and global reporting across channels. You'll develop segmentation, CLV models, and dashboards to drive retention and ROI, analyse customer feedback, and contribute to loyalty initiatives, with a focus on recency, frequency, and value metrics across segments.

The role is fixed-term (12-14 months) and offers opportunities to influence campaigns and

Qualifications

• Graduate or equivalent with an analytical background.
• Experience in CRM analysis and customer insights reporting.
• Proficiency with RFM modelling and loyalty data analysis.
• Advanced Excel skills including v-lookups, pivot tables and complex formulas.

Responsibilities

• Support the CRM Manager in maintaining customer insight and CLV reporting to all levels of the business.
• Create customer tiering target models for segmentation and communication planning; regularly report on CLV metrics and maintain the CRM dashboard.
• Identify consumer behaviour trends and propose improvements to maximise ROI on spend; conduct campaign wash-up analyses.
• Review and analyse customer feedback from surveys, social media, online reviews and other sources.
• Monitor competitor and loyalty trends across international territories; support customer research activities.
• Provide support to the Digital Analytics and Optimisation Executive.

Skills

Advanced Excel

RFM modelling

Customer insights reporting

Email segmentation

SQL

Education

Graduate or equivalent with analytical background

Tools

Fabric

CRM systems

Job description

Born on South Molton Street, London in 1971, Molton Brown is an icon of uniquely British style. Today, Molton Brown is one of the leading global brands in Kao's global cosmetics portfolio. Growing from small-scale artisans into the international fragrance brand it is today, its pioneering presence is felt in our stores and websites, travel retail, luxury department stores and the most esteemed hotels around the world.

Expertly blended in London, Molton Brown's signature fragrances, bath and shower gels, home and hand care luxuries have claimed iconic status. Kao and Molton Brown have a passion for integrity, for craftsmanship, for artistry and for giving our consumers the ultimate, quality experience.

About our role:

12-14 months Fixed Term Contract

To support the digital business and the CRM Manager by providing customer behaviour and lifetime value insight, reporting globally across all channels and markets and manage the Digital Optimisation and Analytics Executive . To provide customer and sales analysis and conclusions to the business on a regular basis to ensure the right planning is in place to grow and retain the Molton Brown customer base.

The role is central to the customer lifetime value initiative, the development of the loyalty program and the foundation of understanding the recency, frequency, and value metrics of our customers and insight into product performance across different consumer and business segments.

What you will do:

• Support the CRM Manager in maintaining customer insight and customer lifetime value reporting to all levels of the business. Insight includes key customer metric's 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 (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

What you will need:

• 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, Fabric or equivalent useful
• Work experience and interest in retail and health & beauty preferable

Molton Brown is part of Kao founded in Japan in 1887, at Kao, we believe the diversity of our teams strengthens our global mission. Here we trust and respect each other, collaborating in a friendly and inclusive work environment to achieve great results.

What you can expect from us:

• An entrepreneurial environment where passionate and innovative teams come together.
• Respect, teamwork and collaboration are at the heart of how we work.
• A workplace culture that prioritises employee wellbeing, with opportunities to get involved in initiatives such as Mental Health First Aiders, the Charity Committee, and DE&I communities (region dependant).
• A broad range of benefits, including flexible working, competitive salaries, health and wellbeing offers, pension / retirement options dependant on location, insurance options, and more...
• Learning and development opportunities.

Your voice matters here – we value entrepreneurial thinking and innovation from our teams.

To find out why 33,000 people across the Globe work at Kao please visit: https://www.kao.com/emea/en/careers/ Discover careers at Kao and how we live our purpose, Kirei – Making Life Beautiful.

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