Job Description
Role Mission
The individual supports the Client Engagement function in shaping and executing strategic business decisions to improve client experiences.
The key responsibilities for this role will include both client analytics and client engagement initiatives, but not limited to the following:
- compiling and interpreting customer behavioural data, performance data, client initiative data, etc. to assess business and client engagement performance.
- Coordinating pre and post planning and organisation of various client engagement initiatives such as retail activations, brand experiences and gifting
This position is required to work cross functionally with other departments, including but not limited to Retail, Digital Business, Product Marketing, Brand Engagement, Merchandising, Training, Operations and Finance.
Key Accountabilities
Client Analytics
Transform data into actionable client-centric business intelligence through:
- Leverage on MicroStrategy and other Business Intelligence (BI) tools to perform behavioural and demographic analysis of the customer database. Thereby, develop and generate routine reporting for multiple departments/ stakeholders.
- Lead the design and development of custom reporting and dashboards to identify new opportunities to increase customer engagement, spend and loyalty.
- Conduct Performance analysis, not limited to Engagement Return on Investment (ROI), to further understand the success of Client Engagement initiatives.
Client Communications
Execute client communications in the region and drive campaigns according to local needs by:
- Manage the Region Monthly Consumer Campaign Communication, in accordance with business objectives and product marketing priorities.
- Validate and proofread all communications, respecting local nuances – not limited to campaign artwork, product selections, wordings etc.
Data & Tool Management
Manage Client Database with precision:
- Responsible for data quality and cleansing updates, including client merges and client reassignment.
- Ensure processes, tools, and documentation are in place to support efficient and consistent customer analysis across teams.
Client Engagement Activations & Experiences
Deliver on elevated and well executed client engagement initiatives through:
- Support of pre & post organization of global and regional brand experiences, largely including support for management of order platforms and post event reporting and analysis.
- Support of pre & post planning and organization of in-store/off -site client engagement activities in the region largely including coordination of related gifts, tools and post event reporting
- Management of the client engagement calendar updates across different platforms and ensuring that all activities and results are correctly tracked and updated in real time (Eg. EMT, Wrike, Excel, etc)
- Responsible for ordering of all client engagement tools and follow up of delivery, invoicing and payments as per timelines (Eg. Gifts, Catalogues, etc)
Key Requirements
- Positive Attitude: Highly Motivated & Driven, Clear & Logical Thinking
- Bachelor’s Degree in relevant fields
- 2-4 years of experience in Customer Analytics or Business Intelligence;
- Ability to multi task with agility and flexibility and prioritization
- Persistency and resilience for high pressure environment and self-motivation to be autonomous.
- Excellent communication, presentation skills to influence various stakeholders.
- Strong technical, analytical, and statistical competencies required.
- Proficiency with Microsoft Office tools, particularly Excel & PowerPoint
