Customer and CRM Analyst

1 week ago

Orchard, Singapore H&M Full time

As a Customer and CRM Analyst, you will be responsible for analyzing customer data and driving the CRM agenda. You will ensure effective utilization of CRM data to enhance customer relationships, improve customer experiences, and drive business growth.

Your role involves overseeing data management as well as implementing CRM strategies based on Global guidelines. You will collaborate cross-functionally to leverage customer data for targeted marketing campaigns and personalized customer interactions across paid and owned activities. You will play a key role in optimizing customer engagement, retention and loyalty through the effective use of CRM tools and analytics.

Key Responsibilities
- Utilize and analyze CRM data to gain insights into customer behavior, preferences, and interactions with the company. Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction.
- Collaborate with Strategy & Planning and Omni Sales teams to develop and implement CRM strategies aligned with business goals. Leverage global CRM capabilities to drive customer acquisition and retention tactics, adapted to fit local needs.
- Utilize global frameworks to analyze and drive customers through the customer journey as well as identify opportunities for improving customer experiences and engagement together with cross-functional teams.
- Track key performance indicators (KPIs) related to CRM activities, such as customer retention, customer lifetime value (CLV) and engagement metrics, to optimize our activations and drive incremental sales.
- Work with the team to evaluate how we are tracking towards long-term goals and why/why not we are performing, specifically responsible for understanding the health of the customer base and how that impacts overall diagnosis. Use these insights to support the strategic direction and set new long-term goals.

**Qualifications**
To be successful in the role as Customer & CRM Analyst, you possess strong customer and commercial focus with proven ability to drive results and work towards goals. You are analytical and insight-driven and have a strong interest in customer behavior and how that impacts customer experience & engagement and future business value. You are driven by turning insights into actions and present your findings and recommendations in a clear way to stakeholders across functions. You enjoy working on a strategic level as well as hands-on with data and visualization to perform your analyses and reporting.

What you need to succeed:

- Proven experience (typically 3+ years) in CRM management, customer analytics or related roles.
- Experience from analyzing and manipulating large data sets using SQL, Python or other programming languages. Experience working in PowerBI, Tableau or other data visualization tool is highly meriting.
- Strong analytical skills and proficiency in data analysis tools and statistical techniques. Understanding of customer journey mapping and customer experience principles.
- Excellent communication and presentation skills to convey analysis findings and recommendations effectively. Ability to translate insights into actionable strategies and support cross-functional teams in decision-making with the ability to drive recommendations through to key stakeholders.
- Self-motivated, result oriented problem solver with strong business sense to be able to put insights into the right context. Detail-oriented with the ability to manage multiple projects and deadlines.

**Additional Information**
This is a **full-time position** reports directly to Regional Insight and Analytics Manager. This position is **based in Singapore**.

**Benefits**

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program - HIP. You can read more about our H&M Incentive Program here.
- In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries._

**Inclusion & Diversity**
- H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our _organisation_. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process. _

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