CRM & Market Intelligence, Executive
Key Responsibilities
1. CRM Reporting & Insights
- Own recurring CRM performance reporting (MSP, Active Rate, Member Sales, etc.)
- Translate data into clear insights and business recommendations
- Deliver management-ready decks and performance summaries
- Conduct campaign post-mortems and effectiveness analysis
2. Dashboard & Data Management
- Build and maintain Power BI dashboards for CRM and commercial tracking
- Ensure data accuracy, governance, and consistency across systems
- Act as the single source of truth for CRM metrics and definitions
3. CRM Campaign & Lifecycle Support
- Support segmentation, targeting, and customer lifecycle strategies (CLV, RFM, journeys)
- Evaluate campaign performance and recommend optimization opportunities
- Align CRM communications (EDM, push, WhatsApp, etc.) with insights
4. Commercial & Market Intelligence
- Analyze customer behavior, shopping patterns, and category trends
- Identify:
- New customer acquisition impact
- Cannibalizations / cross-category behavior
- Growth opportunities by segment/store/category
- Act as a data consultant to different stakeholders
5. Stakeholder & Project Support
- Work closely with Marketing, Trade, Operations, IT and regional teams
- Support CRM/CLV projects and cross-functional initiatives
- Provide insights for decision-making in campaigns, partnerships, and promotions
Success Metrics (What “Good” Looks Like)
- Accuracy and reliability of CRM reporting
- Actionable insights adopted by stakeholders
- Improvement in key KPIs:
- Member Sales Participation (MSP)
- Active Rate
- CRM-driven sales contribution
- Timely delivery of dashboards and analysis
Skills & Requirements
- Strong analytical skills (Excel, PowerPoint, Power BI preferred)
- Ability to translate data into clear business storytelling
- Understanding of CRM concepts (segmentation, lifecycle, CLV)
- Strong stakeholder management and communication skills
- Attention to detail and data accuracy
Nice Add-On
- Exposure to O+O (Online + Offline) CRM projects
- Experience in brand loyalty programs
- Familiarity with commercial / retail performance analysis