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Description

This role will see you working within the digital team focusing on looking after the customer loyalty program. With E-commerce and digital a strong focus for this global multichannel retailer you will be a critical part of the team.

This role will challenge you and due to the large size of the business to be successful in this role you would need to feel confident working with amount of member data.

About the role

Your key accountabilities will include:

  • Develop customer centric CRM and loyalty insights plans across multiple channels aligned to the objectives of the business, to retain and reward our best customers and drive incremental behaviour
  • Own the Test & Learn strategy for personalised offers and rewards to provide data and insights back to internal business partners designed to optimise engagement metrics for campaigns and channels
  • Measurements of integrated multichannel campaigns using best practice learning's to engage and inspire our customers, drive loyalty and deliver sustainable long term value to the business
  • Work closely with the business to identify issues and use data to propose solutions for effective decision making
  • Merge, manage, interrogate and extract data to supply tailored Insights and reports to colleagues or third party partners
  • Create clear Insights presentations & reports that tell compelling stories about how customers interact with the brand
  • Conduct research from which you'll develop prototypes and proof of concepts
  • Conduct evaluation of all campaigns and make recommendations for future improvements
  • Report back to the business in a timely manner on performance of all campaigns and offers with recommendations to help improve future campaigns across all CRM channels
  • Ensure all campaigns have relevant KPIs which are measured frequently and communicated to key stakeholders

About you

Your skills and experience will include

  • Excellent understanding of analytical programmes (primarily SAS)
  • Extensive experience of customer analytics and use of customers transactional and CRM channel data
  • Proven track record of 'data story telling' and how to build out customer facing propositions leveraging data and insights
  • Proven track record of customer centric campaign development and understanding of how to translate insight into action
  • Financial forecasting experience would be helpful
  • Analytical skills and an entrepreneurial approach to spot and act on opportunities to drive increased performance
  • Capable of managing agencies
  • Good understanding of retail industry & Loyalty Programmes

Role is managed by:

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