Jobs

We are looking for a Call Center & CRM Analyst who will provide the Country Manager with relevant database information to support fact-based decision making; improve customer loyalty and retention through the delivery of insights and targeted customer communications; and  Manage Data Quality and Customer Privacy at a local level.

 

MAIN RESPONSABILITIES

DATA MANAGEMENT:

• Manage the quality and consistency of data capture across all customer touch points including Boutiques, Website, Call Center and Social Media.
• Undertake regular data quality review and lead data cleansing.
• Define and follow together with the legal department the legal status & changes regarding Customer Privacy.
• Ensure that CM consent procedures are established, communicated, understood & followed.

CUSTOMER INSIGHTS:

• Monthly reporting of business KPI & CRM Dashboard (acquisition, attrition, turnover, sales by product & channel, average consumption by Customer category, Active Base,....).
• Monitor and analyse the Customer Life Cycle CRM Strategy.
• Geomarketing & Geoanalysis (areas of influence of BTQ, penetration by area, geographical distribution of Customers,...)
• B2B Analysis, including main KPIs, actual vs expected consumption by contract, Active Base & Fleet of Machines, turnover, geoanalysis, etc.

CAMPAIGN MANAGEMENT:

• Implement, follow and report the CRM campaign plan agreed with CRM HQ (Early Engagement Program, Downgraders,...).
• Analysys of the results of all campaigns (communication results, acceptance rate, impact on consumption, ROI,..).
• Set up of campaigns on the corporate ERP (targets, control groups, scripts, activities & campaigns).
• Coordinate with the marketing Department the communication to CM & report to CRM & Marketing HQ.

ACTIVATION & LOYALTY:

• Implement, follow and report the CRM interaction plan / targeted relational programs agreed with CRM HQ (emailings, sms, post,...).
• Set up of marketing actions on the corporate ERP (targets, control groups, scripts, activities & promotions).
• Identify and define the local approach to caring activities aimed at the delight / surprise CM.

LE CLUB:

• Provide support and insights to the Marketing Department in the communication of Club Services, products launch,... to specific targets.
• Analyse the market service offer & propose new initiatives.
• Identify gaps & opportunities and share them with HQ.

CALL CENTER:

• Provide the best customer experience to our Club Members and guarantee the accessibility to the channels: Internet, phone, Mail,
• Improve economic efficiency and develop the internal know-how.
• Maintain and improve service standards
• Supervise and optimize Club organization
• Head up, motivate and manage the team
• Manage the Club budget

REQUIREMENTS

• Degree in Business Studies, Stadistics, Market Research Methods, Marketing
• More than 2 years experience in data management & analysys
• Advanced level of English

TECHNICAL SKILLS

• Microsoft Office (Excel, PowerPoint, Access, Word)
• Databases
• ERPs, Microsoft Dynamics
• Campaign Management Tools

 

This profil fits you ?

So please submit us your resume with cover letter and apply now !