CRM and Digital Analyst

Reporting to the Director of CRM and Customer Insights, the successful candidate is relentlessly curious about optimizing the customer experience. He/she will help identify opportunities through a rigorous evaluation of CRM and digital analytics measurements, will effectively communicate findings to key stakeholders and collaborate in the elaboration of strategies based on insights provided.

Responsible for leveraging the data available through CRM and digital analytics solutions across the organization, the CRM and Digital Analyst will play both a technical and strategic role across our organization. He/she will shape the future of all marketing efforts by providing key analyses and recommendations on a variety of business questions.

Critical Functions

CRM Analysis

• Develops and presents clear and comprehensive findings/recommendations to leadership on key analytical initiatives.
• Integrates existing analytical tools (segmentations, models, etc.) into analytical deliverables, manipulates, analyzes, and interprets data from different sources.
• Monitors customer lifecycle and collaborates on the implementation and monitoring of tactics to improve results.
• Collaborates with stakeholders across the organization to identify/improve data availability to assess current data sources and platforms, including collaboration with IT on marketing database and other tools to effectively leverage first-party customer data.
• Collaborates with IT and other departments to ensure appropriate data collection and integrity.
• Leverages their analytical talent to deliver analyses and recommendations using both descriptive and predictive techniques.
• Presents data and insights clearly to leadership and business partners at all levels of the organization with a keen focus on potential business action.
• Ties industry, business, data, and analytics trends and knowledge to scalable processes.
• Monitors consumer acquisition and lifecycle, and contributes to strategies to deliver incremental sales and nurture consumer loyalty.

Digital Analysis

• Measures customer acquisition, cost per lead, and identifies challenges and opportunities.
• Works closely with the technical team to monitor the impact of proposed solutions on customer behaviour.
• Follows up on key marketing metrics for all marketing channels: email, social, paid, affiliates, etc.

Internal Customer Support

• Assists in CRM/Analytical-related IT projects.
• Assists all other departments with CRM/Analytics-related requests.

Requirements

The people who thrive with us have:

• University degree with a minimum of three (3) years of experience performing and leading digital and CRM analytics.
• Experience with behavioral, funnel, cohort, checkout and attribution analysis as well as A/B testing
• Experience with data integration (FTP, API, email) and data modeling in a web analytics context is an asset.
• Experience using a CRM data platform
• Strong written and oral communication skills with the ability to explain complicated topics simply
• Has a true passion for analyzing data.
• Has developed project management skills.
• Strong interest and knowledge of the fashion industry (brands, designers, customers)