CRM EXPERT (H/F)

Le poste

Job Overview:

We are looking for a highly skilled and detail-oriented CRM Data Analyst to join the Bulgari North America CRM team. The ideal candidate will have a strong background in data analysis, CRM systems, and a passion for using data to drive business decisions. The CRM Analyst is vital to optimizing CRM strategies and identifying areas where the company can improve acquisition and retention of clients. This role will design, maintain, and analyze reporting that offers insights into customer behavior and that identifies trends and patterns to improve customer engagement. You will work closely with stores, merchandising, marketing, High-End and e-Commerce departments to ensure that our CRM system is effectively utilized to meet business objectives. The successful candidate will have excellent analytical skills and the ability to communicate complex data insights in a clear and concise manner.

Les missions

Key Responsibilities:

• Conduct analysis of customer data to identify trends, insights and opportunities that can inform customer acquisition and retention strategies and improve customer engagement.
• Create and maintain comprehensive reports and visualizations on customer behavior and purchasing patterns, presenting findings to management to support strategic planning.
• Analyze data to measure the effectiveness of CRM channels and provide actionable insights to drive continuous improvement and customer lifetime-value.
• Monitor and report on key CRM metrics.
• Identify opportunities for CRM system improvements and support the implementation of CRM-related projects.
• Deliver timely and accurate reporting to stakeholders.
• Work collaboratively with cross-functional teams to support identification of opportunities in customer engagement and loyalty.
• Knowledge of data governance practices and a strong understanding of data privacy and ethical considerations, especially related to customer data.
• Feed performance media product owners with key insights to ensure optimal journeys & Brand experience for brand.com and offline channels.
• Execute ad hoc weekly, monthly, quarterly, and yearly reporting, with thoughtful analysis and recommendations.
• Assist with CRM database hygiene as well as report maintenance and store portfolio rebalancing.
• Manage client reallocation project using CRM tools.
• Develop & manage reporting based on consumer profiles & shopping patterns and share insights to enhance the customer experience at every stage of the journey.
• Develop and maintain process documentation for CRM reporting.
• Stay up-to-date with industry trends, competitive landscape, and emerging technologies to recommend new approaches for customer engagement

Votre profil

Qualifications:

• Bachelor's degree in business, marketing, data science, statistics or related field
• Minimum of 3 years of experience in a customer analytics or CRM-related role within a corporate environment
• Expertise in data analytics tools, such as PowerBI, SAP, BW, or similar reporting platforms
• Advanced Excel skills, including pivot tables, dashboards, etc. with strong knowledge of all other Microsoft Office 365 programs (PowerPoint, Outlook)
• Proficiency in CRM systems and processes, preferably Salesforce or similar platform, with a strong understanding of how to extract and analyze customer data effectively.
• Excellent analytical skills with the ability to translate insights into actionable recommendations.
• Proven attention to detail, problem-solving skills and strong organizational skills
• Excellent written and verbal communication, demonstrated experience in translating analytical insights into simple business recommendations.
• Fluent in English

Requirements

• Knowledge of statistical analysis techniques and experience with data visualization tools.
• A solid grasp of business operations, strategy, and the ability to understand and align with the organization's goals.
• Knowledge of data privacy regulations and best practices.
• Understanding of customer segmentation and targeting.
• Ability to work independently and take initiative.
• Strong technical aptitude and willingness to learn new tools.
• Ability to manage and prioritize multiple projects and deadlines at the same time.
• Ability to work collaboratively with cross-functional and international teams.