CRM and Analytics Lead

CRM and Analytics Lead

This strategic role blends analytical depth with a strong grasp of modern retail dynamics to drive growth and engagement:

Key Responsibilities

Consumer & Behavioral Analytics

• Analyze customer cohorts, journeys, and behavioral patterns to identify growth levers.
• Develop segmentation strategies and marketing interventions based on behavioral triggers.
• Build and test predictive models (churn, LTV, next-best action) across campaigns.

CRM Leadership

• Own end-to-end CRM strategy—from platform management to campaign execution.
• Drive personalized, omni-channel customer journeys (email, SMS, app, WhatsApp).
• Collaborate with tech and Martech teams to scale automation and personalization.

Marketing & Campaign Analytics

• Design models to measure campaign impact (pre-post, control-test, incremental sales).
• Monitor KPIs: ROI, AMS uplift, conversion rates, repeat visits, and customer stickiness.
• Translate insights into actionable strategies with business and category teams.

Loyalty Program Analytics (My Spencer’s Reward)

• Analyze program performance, lifecycle trends, and redemption behavior.
• Track metrics like activation rate, incremental sales, and frequency lift.
• Recommend data-driven interventions to boost loyalty revenue.

Strategic Business Insights

• Deliver dashboards and insights that influence leadership decisions.
• Convert analytics into commercial levers—pricing, assortment, targeting, retention.

Qualifications & Experience

• experience in consumer analytics, CRM, or data-driven marketing (retail/e-commerce/FMCG preferred/QSR).
• Proficiency in SQL, Excel, and visualization tools (Power BI, Tableau, Google Data Studio).
• Hands-on experience with CRM platforms.
• Strong foundation in consumer psychology, segmentation, and lifecycle management.
• MBA in Marketing/Analytics or related field preferred.

What We’re Looking For

• Consumer-first mindset with a knack for behavioral insights.
• Logical thinker who connects data to business outcomes.
• Strong ownership and ability to lead CRM independently.
• Excellent communicator and stakeholder influencer.
• Curious, agile, and thrives in a fast-paced, data-rich environment.