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Role responsible for using customer data and analytics to design, execute, and optimize CRM and loyalty strategies to drive acquisition, retention, and lifetime value.
Job Responsibility:
Execute in-depth analysis of customer behavior, transaction history, and stated preferences to identify crucial market trends and opportunities for growth in acquisition, reactivation, and retention efforts
Convert data insights into clear, actionable plans for acquisition and retention
Prioritize data-led initiatives across retail and digital channels
Collaborate with teams (Retail, E-commerce) to activate insights for campaigns and clienteling
Refine segmentation and targeting for enhanced personalization and messaging effectiveness
Partner with Analytics to develop CRM dashboards for performance monitoring and optimization
Design and maintain dynamic customer segments based on value, behavior, and lifecycle stage
Develop and refine scoring models (e.g., frequency, value) to predict potential and guide outreach
Validate new segments through A/B testing and performance analysis
Lead the CRM campaign roadmap and calendar across all acquisition/retention initiatives
Collaborate cross-functionally to brief and shape personalized messaging using audience insights
Oversee daily operations of the loyalty program, focusing on community and tailored experiences
Create a lifecycle communications roadmap for email and SMS channels
Requirements:
Minimum of 5 years of experience in CRM and consumer analytics, preferably within the Retail, Beauty, or FMCG industries
Proven exposure to acquisition campaign analytics, systematic A/B testing, and robust performance tracking
Advanced proficiency in data manipulation and analysis using Excel and comfortable application of data visualization tools such as Tableau or similar platforms
Must be highly detail-oriented and meticulous, comfortable with extensive data processing and metric reporting
Highly organized and possesses excellent collaboration skills across various internal departments
Proven capability to manage multiple complex projects and meet demanding deadlines in a high-speed business environment
Exceptional interpersonal and verbal/written communication skills
Strong organizational abilities and proven project management skills
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