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CRM Campaign Analyst - DFS9112467 in Hong Kong at DFS

Date Posted: 2/12/2019

Job Snapshot

Job Description

This role will be mainly focusing on the end-to-end process of customer journey and lifecycle management encompassing customer program and campaign design, set-up, reporting & analysis. He/she will also handle the day-to-day operation of customer campaign and work with external vendor/ IT team to continuously develop and enhance the existing marketing platform and capabilities, especially on the integration with online & social media. This role will also support other CRM reporting and ad hoc analysis for the business.

Key Responsibilities:

• Responsible for regular and ad hoc orchestration of marketing campaigns from pre-analysis, customer segmentation as well as campaign content testing and results evaluation
• Help to design & set-up the marketing campaign platform including integration with online and social media
• Configure Omni channel marketing communication based on the customer journey in the marketing automation tools and identify strategic focus
• To help develop and implement customer modeling to enhance customer journey and lifecycle management (e.g. churn modeling, customer segmentation, product/ offer recommendation)
• Work closely with IT team and external vendors to build a comprehensive customer analytics tool and data model for users to get access to member and program data efficiently
• Create reports and analysis to measure campaign & customer program effectiveness and turn insightful findings into marketing initiatives.
• Design & delivery of regular CRM reports and ad hoc analysis for suppliers and management

Key Requirements:

• University degree holder in Business, Marketing, Computer Science or related fields
• Min 3 years’ experience in Business Analytics fields
• Retail product knowledge is an advantage
• Experience in campaign design & execution on email/ SMS, social media such as Facebook and WEHCAT is a plus
• Experience in BI and CRM related systems (e.g. Salesforce, Oracle, SAS, Tableau etc.)
• Vendor management skills is highly preferred
• Experience in end-to-end process for campaign including set-up and analytics
• Strong in SQL programming
• Strong proficiency in Microsoft Office tools, especially on Excel for data consolidation and reporting, VBA will be a plus
• Ability to translate complex model/ report into business context and communicate with stakeholders
• Familiar with CRM software applications and store systems
• Experience in data mining & modeling is a plus
• Ability to multi-task effectively and efficiently
• Demonstrate creative problem solving and critical thinking skills
• Exceptional attention to detail and work product validation
• Ability to set and achieve deadlines and objectives
• Sound communication and presentation skills
• Good command of spoken and written English, having Cantonese and Mandarin would be advantageous