CRM Analyst-NY Showroom

New York, New York Retail Posted March 17, 2023
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Title: CRM Analyst-NY Showroom
Company Description: Luxury Menswear Brand
Location: New York, New York
Salary: $65K-$70K
Database, Reporting & Analysis
• Develop reporting dashboards and identify trends and/or issues within data sets, promoting insights to influence business decisions
• Work with cross-functional partners (eCommerce, Retail, Marketing) teams to develop analysis and reporting focused on performance metrics around the profitability of new and existing retail and e-Commerce customers
• Prepare and provide key customer insights weekly & monthly reports and presentations to corporate functions and boutique staff, ensuring their comprehension of customer behavior and their impact on it
• Monitor core KPIs (Retention, Repurchase Rate, New Client Acquisition, Database Outreach, Activation rates, ROMI, NPS, Fall-out of customers, Merge score, Database Health – information & consent maintenance & qualitative data gathering) and act as a self-starter in developing new ones if required
• Clearly understand how data collection in the clienteling app feeds the CRM system and promote improvements that could drive business growth
• Act as the leader and owner of the accuracy and cleanliness of the database, through detailed analysis, monitoring and data merge
• Liaise with HQ CRM & IT teams to ensure all data source systems are aligned and up to date
• Partner with local and HQ IT team to troubleshoot and investigate technical issues in the clienteling app, capture app tickets, source solutions, feedback to store
• Partner cross-functionally to collect needs and best practices and outline priorities for app development/improvement roadmap
• Prepare data for clean data entry actions
• Pull down reports for analysis and internal sharing
• Other special projects as required
Customer Journey & Outreach
• Customer Portfolio Management – execute correct and balanced Customer Portfolio assignments and reassignments based on ad-hoc context (boutique openings / closure, Customer Advisor entry / exit / transfer and new-hire process management)
• Create, analyze and execute the company journey through targeted outreach list creation based on defined contact strategy
• Newsletter (EDM) & SMS campaigns targeting and results analysis
• Monitor quality, results and effectiveness of the 1-1 outreach, massive communication campaigns and other marketing actions (ROMI, both short and long-term) and deliver actionable insights
• Distribute comments and compile reports for distribution to Retail Management and General Managers of Boutiques
• Very strong analytical profile, detail-oriented
• Passionate about data. Excellent data manipulation and visualization skills to provide intuitive and meaningful insights to business users, enhancing data accessibility and democratization
• Relevant experience with PowerBI or similar data manipulation/visualization BI tool (e.g.Tableau)
• Strong computer skills:
o Microsoft Office – Excel a must. Word, PowerPoint, Outlook
o Microsoft Dynamics CRM or knowledge of other relevant CRM software a plus
• Strong oral and written communicator with demonstrated experience translating analytics findings into business insights and influencing business stakeholders to drive action and optimize business performance
• Exceptional organizational and project management skills. Ability to multi-task on many different projects
• Previous analytics experience preferably in a luxury environment, but not mandatory
• Ability to make data-driven decisions
• Self-starter and a team player
• Ability to work both independently and collaboratively with different levels in the organization

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