As a CRM Analyst – in the Consumer Engagement and Care tribe - you are responsible for developing a deeper understanding of customer lifetime value and the levers that drive it, developing consumer segmentation and analysis of CRM communications.
You combine your deep expertise in direct marketing communications and analytics with an unwavering focus on the consumer. You are passionate about data and have relevant experience in segmentation, data mining and campaign management.
KEY AREAS OF RESPONSIBILITY
Understand business requirements and provide data solutions enabling insights driven actions
Create high-quality customer insights on existing customer base, find opportunities to reach valuable customers
Rigorously analyses CRM communication programmes considering performance data and customer feedback, to optimize and increase engagement and conversion rates.
Reports on digitally reachable opt-ins and My Philips registrations and translates to actionable insights.
Develops value based customer segmentation and profiling for target audiences based on common characteristics inclusive of purchase history, consumer type, consumer behavior, and demographics in close alignment with PH Marketing cluster..
Works with Marketing Insights and Analytics team to develop and update customer lifetime value model and scores
Participates in customer journey mapping using analysis of customer needs, pain points, voc and customer data.
Works with PH Marketing to recommend ways to understand audiences, and optimize audience profiling and segmentation.
KNOWLEDGE & CRITICAL EXPERIENCES
Master or Bachelor's degree (economics/statistics preferred)
+3 years previous experience of CRM analysis for a B2C company.
Experience of working with a CRM Management System (eg Eloqua or Salesforce).
Knowledge of in CRM segmentation, campaign management, data mining, database marketing
Development and use of predictive models and tools.
Experience articulating business questions and using data to arrive at an answer. Experience translating analysis results into business recommendations.
Strong communication skills. Ability to communicate and influence at different levels of the organisation.
Fluency in business English
COMPETENCIES (Knowledge, Skills, Behaviours)
Acts as a role-model for our Philips behaviors: Customer first, Quality & Integrity always, Team up to Win, Take Ownership to deliver fast, Eager to improve an inspire.
Excellent analytical thinking to be able to interpret large amounts of information and synthesize insights
Strong critical thinking to identify and synthesize patterns from emerging trends and translate into actionable recommendations for Philips
Ability to interpret and report on performance and make recommendations to business stakeholders.
Must be detailed oriented.
Ability to communicate ideas at various levels within the company
Empathic with a strong sense of collaboration
Position can be filled in either Amsterdam or Eindhoven, whatever the candidate wants.
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