Global Customer Insights Senior Analyst — CRM & Segmentation

OTB; Milano; Ibrido; EUR 35.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

Supplementary health insurance

Supplementary pension plan

Diversity and inclusion policies

Exclusive discounts on OTB Group brand

Ticket Restaurant

Flexible working hours

Smart working options

Descrizione del lavoro

OTB Group in Milano is seeking a Global Customer Insights Senior Analyst to support CRM data governance, segmentation and analytics, turning customer data into actionable insights for commercial decisions.

The role is hands‑on and cross‑functional, covering data quality, KPI reporting, campaign analysis and predictive modeling support with IT, Marketing and Retail. Fluent English required; luxury retail experience preferred.

Competenze

• 2-4 years' experience in CRM, Customer Insights, Data Analytics or a related analytical role in luxury or premium fashion retail.
• Working knowledge of CRM data governance, database segmentation and customer data management, including privacy and consent frameworks (GDPR).
• Hands-on experience with data analysis and reporting tools, with the ability to build KPI dashboards.
• Exposure to predictive/scoring models (e.g. churn, CLV) or strong interest in developing these skills.
• Experience supporting CRM campaign execution and monitoring, with a test‑and‑learn (A/B testing) mindset.
• Strong Excel and big data‑handling skills; familiarity with AI is a big plus.
• Good knowledge of CRM platforms and BI tools is strongly appreciated.
• Good stakeholder management skills, with the ability to work cross‑functionally with IT, Marketing and Retail.
• Detail‑oriented, analytical mindset with a proactive, hands‑on approach.
• Genuine passion for the client and service excellence, and knowledgeable about the Fashion & Luxury industry.
• Fluent in English.

Mansioni

• Support CRM data governance and data quality checks, helping ensure compliance with privacy regulations (GDPR) and consent management, in partnership with IT.
• Maintain and update customer database segmentation, contributing to a single, unified customer view across all touchpoints.
• Build and maintain CRM KPI reports and dashboards to track acquisition, engagement and retention performance.
• Analyze customer data and prepare clear, actionable summaries to support commercial and strategic decisions.
• Support the development and maintenance of predictive analytics and scoring models (e.g. churn, CLV) under the guidance of the Manager.
• Help define campaign targets, monitor campaign performance and support test‑and‑learn (A/B testing) activities.
• Contribute to analytical and predictive models used for one‑to‑many and one‑to‑one targeting.
• Support the implementation and day‑to‑day management of Customer Engagement Programs, among which the Loyalty Program.
• Perform regular data quality controls and audits across CRM platforms and customer databases, flagging and helping resolve data integrity issues.
• Assist in the evaluation of CRM and customer analytics tools, coordinating with IT and external vendors as needed.

Conoscenze

CRM data governance

Customer insights

Data analytics

KPI dashboards

Stakeholder management

English fluency

Strumenti

CRM platforms

BI tools

Descrizione del lavoro

OTB Group in Milano is seeking a Global Customer Insights Senior Analyst to support CRM data governance, segmentation and analytics, turning customer data into actionable insights for commercial decisions.

The role is hands‑on and cross‑functional, covering data quality, KPI reporting, campaign analysis and predictive modeling support with IT, Marketing and Retail. Fluent English required; luxury retail experience preferred.