CRM Business Analyst

Job description / Role

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 60 years.

As we continue to grow, it's our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward, without them, we couldn't create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals - and beyond. It's an exciting journey we're on, and one you could be part of.

CRM Business Analyst - Fashion

We are seeking a CRM Business Analyst who will be responsible for monitoring our Fashion Vertical!

You will be responsible for tracking business metrics, spotting opportunity areas, researching on other businesses in the market, and creating reports to compile this information for each brand. You will also be responsible for monitoring each Brand's success and customer relationships.

You will act as a Salesforce Administrator with regards to supporting and training other users on the platform.

What you will do:

- You will follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
- You will escalate complex problems to the relevant person to ensure case/issue is closed efficiently and in timely a manner
- Assist in the development of the strategy to best segment every Brand's database
- Analyze business variables, and customer clusters to create personas
- Support in the creation of Customer Journey for the different personas within each Brand
- You will act as the custodian of Salesforce administration and keep abreast of new content
- Provide support in the implementation of the CRM platform's logics and reporting capabilities
- Monitor the performance of relevant customer business metrics at all levels (front liners, store, area, region)
- Perform in-depth customer and sales analyses to spot behavioral trends within the brands database and cross-brands database
- Assist in gathering requirements to create base reports for each Brand
- Create regular actionable reports to gather customer insights and provide recommendations to brands managers
- Gather data about consumers, competitors, and market conditions and transform them into understandable reports
- Develop ad-hoc analyses upon request
- Provide support in additional CRM activities when needed

Requirements

What you need to succeed in this role

We see success in the role as having knowledge of tracking business metrics, researching on other business in the market, automated marketing, an in-depth understanding of salesforce. Evaluating reports and determining how to acquire new customers and drive sales.

More specifically, we would love to hear from you if you can say yes to the below....

- Previous experience of working with Salesforce or similar tools
- University Degree in Statistics, Computer Science, or related fields / SalesForce certification is a plus
- A minimum of 2 years of relevant experience with SalesForce or similar tools
- Understand the Luxury market with interest in beauty brands.
- Have high emotional intelligence and ability to understand cultural nuances.
- Love collaborating and being creative

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now's your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you'll have everything you need to innovate your career.

What we can offer you

We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.

Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories, and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

Amazing benefits

We recognize the value that you bring, and we strive to provide a competitive benefits package which includes healthcare, life insurance, child education contribution & exclusive employee discounts.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.