Reporting to the Interim Head of Global Marketing/Global Marketing Director, the CRM Analyst will be responsible for supporting the Retail and Ecommerce teams providing the business with sales and clients behaviour analysis to support the definition of client engagement activities both in store and online.
The CRM Analyst will be responsible for developing Client’s knowledge, shaping journeys according to different customer segments, and building a data-driven strategy to increase clients’ loyalty & drive sales. This position will enable the development of CRM initiatives, support the implementation of BI tools, and the set-up of cross-department reporting. Leveraging on test & learn approach, customer insights, and local feedback, you will be optimizing the client life-cycle across the different touch-points of the brand. The candidate will help us to develop and advance the company’s knowledge of customer behavior through analytics with the primary focus being to develop and disseminate customer insight reports and analyses to the wider business to ensure business intelligence and agility.
Responsible for the customer insights reporting suite and identify channel specific customer trends to build CRM strategies.
Handle customer analysis driving concise and focused insight and understanding about our customer to all relevant teams within the business
Assist with the development and implementation of global marketing and CRM strategy for Stella McCartney factoring in all directly operated points of sale (both on and offline)
Navigate Stella McCartney CRM tools to pull regular CRM and database insights and reporting to the wider, and ensure timely delivery to the relevant teams within the global business
Work closely and ensure great communication with local markets & other departments during the campaign period.
Work closely with the email marketing team to execute email programs to drive retention
Performing database extractions based on the requests from the global business and utilising business insights to develop optimised lists and advise on potential revenue generating actions (where appropriate)
Creating meaningful and actionable analysis and database insights using transnational and other contextual data to inform the business of key trends and areas requiring attention/growth/development etc
To develop an array of regular reports that will go to various internal departments to maintain a clear picture of directly operated business and clients and their transnational behaviour
To interpret and present the findings through first cut analysis data tables, written reports and PPT presentations
Work closely with various stakeholders across the business including (but not limited to) Marketing, Clientelling and Retail to bridge ideas across departments and find workable solutions
Work closely with third party partners including CRM agency/agencies
Assist with the implementation and integration of new, business enhancing tools at store level to further develop the business’ CRM and data capture ability and collaborate with IT to troubleshoot problems
Degree standard or equivalent with a mathematical, analytical and/or statistical component
Highly analytical and strategically minded individual capable of critical thinking and creative problem solving
Strong computer skills, especially within Microsoft excel (knowledge of VBA or SQL is a plus )
Experience with Micro-strategy / Siebel / Google Analytics is a plus.
Proactive self-starter with ability to work independently and creatively solve problems
Customer oriented focus, with a keen interest in retail and particularly within the luxury sector
Strong team player, able to work collaboratively across multiple teams
Positive, enthusiastic individual with a 'can do' attitude
An individual who thrives in a high-pressure working environment and is accustomed to meeting tight deadlines
Experience within a luxury retail environment.
At Stella McCartney, we are committed to creating a supportive and inclusive environment in which all of our voices are heard. Where people can work to their maximum potential by offering equal opportunities for growth and fair pay. For us, it is about appreciating what is different in others and also what we have in common. We hire people who want to change things, disrupt the norm, who are naturally confident with a positive attitude. Our decisions respect all people regardless of gender, ethnicity, religion, nationality, disability, sexual orientation, age, social or political belief, or world view.