CRM Analyst

Job Introduction

Working in the CRM team you will support us on understanding much more about who our contactable customers are – both in terms of their behaviour and the impact of customer marketing initiatives. Your findings and recommendations will continue to strengthen our customer engagement strategy, and help the business drive key customer KPIs, including but not limited to, Customer Lifetime Value, Retention Rates, CRM Communications Engagement Rates.

As the CRM Analyst you will:

• Build audiences in Salesforce Marketing Cloud for both BAU Campaigns and Automated Journeys 
• Manage Audiences, and automations for Email Marketing & Push Notifications using SQL
• Analyse large data sets, using Salesforce Tableau CRM and Salesforce Marketing Cloud to provide insights to key stakeholders, helping put the customer at the centre of decision making
• Monitor integrations daily to ensure all data is up to date and correct.
• Weekly Reporting on campaign performance, and key customer metrics 
• Work closely with the Senior CRM Analytics Manager to design and develop customer selections using Salesforce Marketing Cloud and drive the customer communications to improve customer experience, build loyalty and improve business performance
• Develop and maintain high quality dashboards and reports that are used across the business to monitor the performance of CRM campaigns; provide recommendations to increase ROI, CLTV, Customer Retention & Frequency, Customer Segmentation.
• Actively monitor the Contactable customer database (maintenance, cleansing, deduping, troubleshooting) 

You will have:

• Proven experience in a similar role using SQL, but high calibre graduates who meet all other criteria will also be considered.
• Previous Salesforce experience highly desirable (CRM, Marketing Cloud)
• Strong Excel skills (experience with e.g. pivot tables, aggregation of data)
• Experience with Google Analytics, Google Data Studio
• Ability to communicate information clearly & concisely
• Naturally curious, with a passion for discovery
• Impeccable attention to detail

Selfridges