Job Description
Data Analysis
Collect, analyze, and interpret customer data from various sources to provide insights and recommendations.
Develop and maintain dashboards and reports to track key metrics related to customer acquisition, retention, and engagement.
CRM System Management
Oversee the implementation and maintenance of the CRM system, ensuring data integrity and accuracy.
Collaborate with IT and other departments to ensure the CRM system meets business needs.
Customer Segmentation
Develop and implement customer segmentation strategies to target specific customer groups effectively.
Create and maintain customer profiles and personas to support targeted marketing efforts.
Campaign Management
Work with marketing teams to design, execute, and evaluate CRM campaigns.
Track campaign performance and make data-driven recommendations for improvement.
Execute loyalty program campaigns, including points and voucher distribution.
Customer Loyalty Management
Manage and optimize customer loyalty programs, including the administration of points and vouchers.
Analyze loyalty program data to provide insights and recommendations for enhancing customer loyalty.
Monitor and report on the effectiveness of loyalty initiatives and campaigns.
Cross-Sell And Up-Sell Activities
Identify opportunities for cross-selling and up-selling products and services to existing customers.
Develop and implement strategies to increase cross-sell and up-sell rates.
Lead Generation
Generate and qualify leads through various channels.
Collaborate with sales and marketing teams to nurture leads and convert them into customers.
Content Creation
Create engaging content for email campaigns, push notifications, and other communication channels.
Design visually appealing materials for campaigns (preferred).
Customer Insights
Conduct surveys, focus groups, and other research methods to gather customer feedback and insights.
Use insights to identify trends, opportunities, and areas for improvement in the customer journey.
Reporting And Communication
Prepare regular reports on CRM and loyalty program performance and present findings to senior management.
Communicate effectively with stakeholders to ensure alignment on CRM and loyalty strategies and objectives.
Education
Minimum Qualifications:
Bachelor's degree in Marketing, Business, Data Analytics, or a related field.
Experience
Proven experience as a CRM Analyst or similar role, preferably in the e-money or financial services industry.
Experience with CRM software (e.g., MoEngage, CleverTap, Insider, Salesforce, HubSpot) and data analysis tools (e.g., SQL, Excel, Tableau).
Experience in managing customer loyalty programs.
Experience in cross-sell, up-sell, and lead generation activities.
Skills
Strong analytical and problem-solving skills.
Proficiency in data analysis and visualization.
Excellent communication and presentation skills.
Ability to work independently and as part of a team.
Strong attention to detail and organizational skills.
Content creation skills for email and push notifications.
Design skills (will be a plus).
Technical Skills
Proficient in using CRM software and data analysis tools.
Knowledge of data privacy regulations and best practices.
Familiarity with digital marketing and customer experience strategies.
Personal Attributes
Strong strategic thinking and planning skills.
Ability to adapt to a fast-paced, dynamic work environment.
High level of integrity and commitment to customer satisfaction.
Preferred Qualifications
Advanced degree in a related field.
Experience in the e-money or financial services industry.
Certification in CRM or data analytics.
