CRM Database Analyst

Job description / Role

Triage is currently looking for a CRM Database Analyst for our client in Dubai. You will be responsible for monitoring the quality and context of customers’ transactional database and undertaking various statistical and data mining analysis using different data combinations identifying consumer buying trends, problems and opportunities so that initiatives for increasing revenue, improving churn rates and enhancing customer satisfaction can be planned and implemented accordingly by the direct marketing team and concerned divisions and brand managers.

Objectives:

KEY ACCOUNTABILITIES AND ESSENTIAL JOB FUNCTIONS
Data Mining, Analysis & Reporting. Generate various customer segmentation reports using entities like demographics, profitability, single v/s multiple ownerships, so focused and targeted marketing and advertising initiatives can be planned and implemented accordingly. Creates ad-hoc reports as requested by CRM Management and/or other divisions so related studies and analysis can be done on time, efficiently and effectively. Translates the business problems into data mining problems with clear deliverables in order to support operations in resolving issues and meeting business targets on time. Develops and delivers statistical reports to the Marketing Department in order to understand and design strategies for upselling, cross selling, customer retention, and also to support various marketing initiatives.
Data Quality: Conducts random audits by validating customer profiles internally using available tools, parameters and externally by analyzing the methodologies of the third party service providers when used in order to ensure the quality and accuracy of the data. Generate monthly reports highlighting user’s hygiene, field population and data duplicate rates and shares it with respective BU for evaluating unit’s/individual performance, identifying training needs so completeness and hygiene of the customer database can be ensured at all times.
Data Standardization & Deduplication: Standardize customers’ data format in the system to make sure it is searchable and in standard format to reduce duplicates creation to facilitate integration and improve direct customer communication. Identify duplicated Customers & Companies records and merge/update them to make sure that only unique profile per customer is used for analysis and direct marketing activities.
Market Research Support: Supports the execution of market research activities by analyzing the research agencies’ methodologies, reports and preparing guidelines for target market selection so the validity and accuracy of the output is ensured. Marketing Initiatives & Campaigns Planning: Proposes ideas for campaigns and identifies potential customers based on the study of consumers’ buying trends and market research reports so tailor made marketing strategies can be designed and implemented accordingly. Contact Management System: Develops and maintains a contact management system so all types of communications done by the CRM Department with the customers/prospects are recorded and tracked properly to ensure customers' privacy is respected Prospect Database: Create and maintain primary database of ""prospects"" for various divisions from latent market sources and from different websites and SMS responses in order to decrease dependency on third party database suppliers thus protecting our brands from being perceived as spammers and increasing direct marketing campaigns effectiveness in terms of response rate.
Direct Marketing Application Management: Execution of the SMS campaigns for customer and prospects two-way communication in order to ensure all relevant promotions are shared cost effectively with the right target Monthly extraction of customer details and sending of life cycle communication (anniversary, new products announcements, service reminders etc...) to ensure a continuous dialogue with customers. Configuration of keywords that interested prospects can use in their responses to save them waiting in phone queues and in order to help in measuring the effectiveness of each used communication channel. Monitoring responses received in a wrong format daily and sharing them with the concerned teams (sales, service) to ensure no single sales opportunity is missed by the company. Coordinate with the suppliers all technical support related matters to ensure that the application downtime if any is minimal

Requirements

Minimum 3 years of experience in Database management and analysis, preferably in a Direct Marketing / CRM agency or in in a CRM department of a diversified conglomerate.
Strong command over statistical techniques (like; trend analysis, hypothesis testing, correlation, regression, probability and population distributions). Proficient with MS Office, Access, SQL Strong analytical, graphical and statistical modelling skills, Ability to work independently and contribute to team project, Ability to work under pressure and meet deadlines,

• Exposure to other statistical tools is a plus Prior knowledge of Oracle databse tools is a plus. Project Management is a plus

About the Company

Triage International was born from a very selective group of individuals from the Talent Management & Executive Search industry looking for one common goal, to be the best in what we do. Triage International is set up to cover all areas of Technology, Engineering, Manufacturing, Insurance, Finance, Shipping, and Retail related Industries.

In a business where quality attracts quality and results can be all that matter, Triage International becomes your partner of choice and your external ambassador, striving to give you a personalised solution in tune with your goals and ambitions.