CRM Analyst

Purpose of the job

HH Global is seeking a CRM Analyst on a six month fixed term basis, to be placed within one of their client’s brand teams and provide CRM analysis for the purposes of better understanding CRM performance, identification of opportunities and supporting the team with ad hoc analytical requests. 

This role will sit in the brand CRM team, but work closely with the CRM Optimisation team and will report into the CRM Manager, Campaigns. The role is required to work in Hampshire on an agile working basis.

Key responsibilities

• Responsible for reporting on CRM performance through data visualisation, providing context around the numbers achieved and providing insight as to what has driven performance. Create and deliver engaging presentations that tell a story and crystallise action amongst key decision makers.
• Working with the Data Science and CRM agency teams, the role will develop and embed insight, reports and approaches that track guest behaviour by attitudinal, demographic and behavioural segments. Drive understanding of their differing expectations, needs, wants and desires in the commercial proposition. Champion data driven decision making by utilising models, complex queries and challenging assumptions.
• Embed insight findings into the business by engaging with key stakeholders via communication tailored to the audience and objective at hand.
• Work with stakeholders and agency partners to ensure compliance across the board in relation to Data Management, GDPR, and Data Governance.
• Using the CRM performance dashboard, support and champion the teams ability to be more knowledgeable and insightful about their comms performance, spotting opportunities, trends, areas for deeper dives and devise plans to better incorporate the intelligence into our BAU so we make more informed decisions.
• Take ownership of all RFM analysis including providing data for the RFM visualisation refresh.
• Using the Database Health Report, support the client’s Senior Manager, CRM & Loyalty and the CRM  Exec , responsible for Database growth, to better understand the performance of the active and legacy consent databases. Help provide analytical content (reports and commentary) for month end reporting, be knowledgeable about drivers and detractors of performance.
• Work with CRM colleagues to create analytical efficiencies, better connected analysis and immediate intelligence to support the CRM team. Support CRM colleagues to help socialise CRM performance across the business. Respond to all ad hoc analytical requests and support for tasks such as PIR’s from the CRM and Loyalty team but be fastidious in your prioritisation, support the team’s ability to self-serve, upskill and generally enable us to be a higher performing team because of your laser sharp insights.
• Ability to spot opportunities, make recommendations and support the delivery of the team’s ambition of being a centre of excellence. 

Knowledge, Skills + Experience

• Demonstrable experience in CRM and/or B2C analytical marketing
• A good combination of technical, analytical and interpersonal skills
• Excellent manipulation and visualization of data using Excel, SQL, Tableau and Power BI
• Previous experience of working with a CDP and SCV most advantageous but not essential for this contact period.
• Analytical competency to work with large data sets in order to identify trends, and interpret and inform decision-making
• Ability to interpret complex data with an eye for detail and make concise recommendations.
• Experience of SQL or other query languages is helpful but not essential
• Experience using Data visualisation tools such as Tableau, PowerBI etc
• Knowledge of Data Modelling, Segmentation, and Attribution methodologies