CRM Analytics Manager

Responsibilities:

• Analyze customer and transaction data to identify patterns, trends, and opportunities to improve repeat order ratio and customer engagement through critical thinking and analytical skills to challenge assumptions and provide meaningful business recommendations

• Monitor and evaluate CRM campaign performance, providing data-driven insights and actionable recommendations to enhance business outcomes, translate complex data into clear insights and strategic recommendations for stakeholders and management

• Conduct deep-dive analysis on customer behavior, lifecycle stages, and purchase patterns to support customer retention and repeat order growth

• Develop and maintain performance dashboards and analytical reports to track CRM initiatives, customer experience metrics, ensure data accuracy and consistency by performing thorough validation and maintaining high attention to detail in all analyses

• Collaborate with cross-functional teams (Marketing, Sales, Operations, and Product) to design data-backed CRM strategies and improvement initiatives, also identify key drivers and pain points in the customer journey to improve overall customer experience and satisfaction

• Prepare clear and compelling PowerPoint presentations to communicate analytical findings, insights, recommendations to stakeholders, and present analysis results and strategic insights in meetings with business teams and management

Qualifications:

• Bachelor degree in any major

• Minimum 5 years experience in Customer Relation Management (CRM) Analytics, marketing analytics, or any relevant field

• Excellent communication and coordination capabilities including an excellent command of English & Indonesian language.

• Strong hands-on experience with Ms. Office, CRM tools, PowerBI, Tableau, or MySQL

• Strong analytical thinking, structured thinking, basic business & customer understanding, and agile with the flow process