CRM Data Analytics Manager

ROLES & RESPONSIBILITIES

Summary:

The role of CRM Campaign Analyst provides reporting and analytical expertise and guidance on CRM programs and business results.Responsible for gathering and evaluating research and data from various sources, generating actionable insights, developing reports and creating presentations based on audience. Provides business performance data for input into Area and Global dashboards. In addition, the role will be assisting the CRM team on campaign setup, execution and operational reporting/analyses.

• Reporting directly to: CRM Director
• High frequency of interaction: Top management, Region, Cross Function, Team and external Partners
• Working Type: On-site
• Working location: Melinh Point, 2 Ngo Duc Ke, Ben Nghe Ward, District 1, HCM city.

Core job responsibilities:

Main responsibilities:

• Support strategic campaign planning activities including acquisition and redemption forecasting; develop campaign performance reporting and analysis
• Generating detailed analyses including leading all ad hoc analysis requested by senior leadership and brand management stakeholders.
• Auditing/Identification and optimization of campaign strategies and other factors impacting program performance. Identification of trends, issues, gaps and performance improvement opportunities across all CRM programs on a continuous basis.
• Document and quantify the impacts of changes to the CRM business model.
• Create and lead the dissemination of monthly dashboard reporting used to measure program performance.
• Work cross-functionally and departmentally as the SPOC regarding all technical/data- oriented enterprise initiatives impacting CRM. The position acts as a lead consultant to the CRM organization in the development of test plans/strategies to optimize results.
• Support the CRM business plan and budget development process and forecasting, including identification of the impacts of operational and policy changes, enterprise initiatives, changes in strategy, methodology, acquisition channel mix and other factors.
• Develop and implement requirements and functionality to enhance the existing data infrastructure, including working with external vendors to acquire, manage and utilize customer data and serves as the primary POC for CRM in all aspects of data.
• Analyze and proactively identify methods and opportunities for leveraging new database platform capabilities working closely with the IT and Comex teams.
• Support all data requirements needed for customer research initiatives. Work with internal/external stakeholders to identify sampling requirements and isolate/provide customer data for research targeting.
• Serve as a POC for brand stakeholders to develop and validate test design and results.
• Demonstrate a detailed knowledge and understanding of data architecture.

• Demonstrate a detailed knowledge and understanding of data architecture.

MINIMUM BACKGROUND/ EXPERIENCE REQUIRED

Requirement:

• 8 - 10 years business experience including heavy emphasis on analytics or equivalent combination of education and experience. Relevant functional backgrounds included: CRM, Marketing Analysis, Marketing Response Modeling, Database Marketing/Operations, or Statistical Modeling & Forecasting.
• Relevant business experience required with demonstrated understanding of database marketing strategies.
• Proven success in presenting complex data to non-technical, senior leaders in an organization.
• Strong verbal and written communications skills including the ability to translate complex data and findings into clear, concise language and actionable insights suitable for a variety of audiences including executive leadership.
• Excellent problem-solving skills along with the ability to understand and apply analytical judgment.
• Ability to break down complex problems into manageable goals and actions.
• Proven ability to navigate complex organization and build collaborative relationships across departmental lines.
• Ability to recommend and apply new reporting and analytical tools for the organization.
• Solid understanding of business planning, marketing testing and reporting methodology.
• Ability to multi-task and work under tight and/or shifting deadlines; Ability to prioritize tasks based on business impact and manage time appropriately within a fast-paced environment.
• Technical Skills:
  • Experience working with Salesforce Cloud platform (Service Cloud, Marketing Cloud, Social Cloud) strongly preferred.
  • Expertise required of modeling tools, transactional and SKU-level data, CRM technologies, and segmentation/targeting strategies.
  • Advanced proficiency with Word, Access, PowerPoint and Excel is essential.
  • Familiar with processing mapping tools, such as Visio.
  • Experience with marketing database platforms and campaign management tools required.
  • Understanding of ROI principles is strongly preferred.
  • Statistical programming (e.g., SAS), database querying (e.g., SQL), and Business Intelligence tools (e.g., Tableau, PowerBI).

MINIMUM EDUCATION REQUIRED

• Bachelor’s Degree or Above