CRM Analyst

6 months ago

Cape Town, South Africa takealot.com Full time

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

**This position reports to the Head of Insights and CRM**

**Your responsibilities will include**:

- Working with the Senior Analyst to build reports and dashboards to measure and track customer value. These include Customer Lifetime Value, Customer Retention Rate, Churn Rate and Cross-Sell/Up-Sell Rate.
- Monitoring and analysing key performance metrics of the CRM channel, including revenue, customer engagement, acquisition, retention, and churn rates. This includes generating weekly, monthly and quarterly reports and dashboards to communicate performance metrics to stakeholders and senior management as well as completing root cause analyses for any performance shortfalls.
- Perform ad-hoc analyses to address specific business questions and support decision-making processes.
- Identifying opportunities for improvement and optimization based on performance metrics
- Working with the CRM teams to conduct A/B tests and analyse the results to optimize campaign targeting, messaging, and timing
- Collaborating with marketing teams to develop actionable insights and recommendations for future campaign strategies.
- Collaborating with cross-functional teams, including marketing, advertising, retail and marketplace, to align CRM initiatives with overall business objectives.
- Segmenting customer data based on demographics, behaviour, and other relevant criteria to personalise CRM campaigns.
- Working closely with data teams to ensure the accuracy and completeness of customer data used for segmentation, targeting and analysis purposes.
- Providing data-driven insights and recommendations to support strategic decision-making and improve customer engagement and retention.

**Attributes required**:

- Analytical and data-driven with a demonstrated ability to operate both strategically and tactically.
- Application of strong commercial insights to interpret, simulate and model customer behaviour.
- Excellent communication and presentation skills and ability to weave a coherent, compelling narrative around the available data. Experience presenting to Senior Management.
- Self-guided learner, self-starter, and curious and passionate about data. You immerse yourself in it and are excited to develop and enhance your marketing analytics skills.
- Ability to work independently, productively and proactively follow through on all responsibilities to bring projects to a successful conclusion.
- Ability to translate business needs and goals into analytic approach and response
- Ability to work on and prioritise multiple projects that will impact the business at various levels.
- A high-energy with the ability to work in a fast-paced environment
- Strong leadership and mentor skills
- Solutions-oriented with a can-do attitude
- Highly organised and efficient, with an ability to work towards and meet tight deadlines
- Exceptional attention to detail
- Passion for the brand and customers

**Qualifications and Experience**:

- A Bachelors or Honours degree in a relevant field such as Statistics, Mathematics, Engineering, Business or Marketing
- 5 years of proven experience in CRM/data analysis, or a similar role
- Experience working with CRM data and evaluating the effectiveness of CRM campaigns
- Experience in a retail/e-commerce industry is advantageous
- Practical experience using Excel, Google Sheets, SQL, Google Big Query, Looker, Google Analytics, R and/or Python
- Experience working with CRM Platforms such as Braze is advantageous
- Experience presenting to Exco and Senior Management
- Analytics and or Data Science qualification is advantageous
- Experience using machine learning algorithms and building predictive models ( i.e. k-means clustering, logistic regression, linear regression) is advantageous
- Experience using various segmentation techniques (i.e. RFM) is advantageous
- A grounding in marketing and communication principles is advantageous

**The Environment**:

- We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
- We are short on ego and high on output.
- We are doers and not only thinkers, it's all in the execution after all.
- We love what we do and what we are creating.

We seek to Employ an **Extra Ordinary Mind** who:

- is forthright but respectful
- is an expert at doing, who can not only design but also execute
- is analytical, able to use data to make decisions
- is competitive, self-directed and strives to be the BEST (GREAT requires a lot of work and does not only happen during business hours
- is passionate about the potential of e-commerc

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