CRM & Data Analytics Department Manager

MEDİA MARKT TURKEY LİMİTED ŞİRKETİ

The CRM & Data Analytics Department Manager will lead in-depth data analysis to understand customer behavior and make business recommendations to enhance and improve effectiveness of data based marketing, direct marketing and CRM program to achieve business objectives. This role will also be responsible for helping to drive customer loyalty and retention both online and in store through the delivery of insights and targeted customer communications. 

Basic Qualifications:

• Bachelor's degree Statistics, Mathematics, Management of Information Science, or Computer Science
• Minimum of 7 years of professional work experience, including at least 5 years in marketing or digital to engage with customers at a B2C retailer or service company.
• 5+ years of experience in leading teams
• Experience of working in an international environment.
• Experience in a volatile working environment.
• Proficient - Access, Excel, Word, PowerPoint, Outlook
• Analytic dashboard development experience  in either Tableau or other platform
• Capable of processing, merging and matching large data files (>1 million records)
• Experience in analytic dashboard design and use
• Knowledge of applications for database management, data administration & business intelligence
• Knowledge of digital campaign setup, optimization and reporting; audience segmentation, audience development
• English (German is a plus)

Preferred Qualifications:

• Master of Business Administration, Master of Science in Business Analytics
• Business or industry experience is required as this job requires a blend of keen technical skills, business acumen and customer service

Job Responsibilities

Managing all aspects of data analytics and CRM campaigns: setup, measurement & analysis. Work together with the Reporting and Analytics team in Germany and local datahouse and provide observations, insight and recommendations to stakeholders based on:

• Established benchmarks and yearly objectives for CRM campaigns, based on historical data and campaign inputs (Deployments, Open Rates, CTR, Opt-outs, etc.)
• Established Target Audiences, Control Groups and A/B Testing of Campaign Audiences & Creative
• Calculation of Campaign Performance based on:
  • Email Metrics
  • Website metrics
  • Store metrics
• Leading the preparation, development, maintenance and implementation of CRM Dashboard, aggregating key KPI from multiple sources for easy access and presentation
• Responsible for Quarterly, Campaign Specific and ad hoc CRM Performance Reporting to all stakeholders
• Leading Strategic Deep Dives to support Brand Objectives which include:
  • Audience Profile & Demographic Analysis
  • Market Trends and Opportunity Analysis
  • Leverage several dashboards for ad hoc information request
• Analysis of all existing and prospect vendor performance
• Responsible for business cases including incentive tracking
• Oversight of Brand & Nameplate Loyalty Reports, including but not limited to:
  • In-flows / Outflows
  • Loyalty Scoring & Trending
  • Conquest & Defection
  • Source of Sales

• Oversight of scheduling and execution of the Sales Match process for CRM campaigns
• Develop and deliver an mail strategy/roadmap to deliver direct marketing targets

• Manage the scheduling, testing and deployment of all customer direct marketing campaigns , work closely with the creative team to manage the weekly and monthly e-newsletters, ensuring the timely deployment of emails to maximise revenue potential.
• Track the weekly performance of emails KPI’s against the weekly and monthly targets and communicate the performance of emails to internal stakeholders
• Develop a testing strategy to identify the optimal deployment times for emails and provide insights back to the Editorial, Creative and Tech teams.
• Ongoing management and continued segmentation of email database to identify and target actives, lapsers and dormants with specific campaigns.
• Work with the Trade Marketing team to identify optimal channels for acquiring new email subscribers via competitions, social media campaigns and other online channels; monitor churn of new acquisitions and test different promotions for driving conversion to purchase
• Manage the delivery of response data for tactical life cycle email campaigns to the CRM agency to facilitate the measurement of targeted tactical on-boarding, reactivation and retention campaigns
• Scope and set up the transfer of designer preferences and unsubscribes so as to keep the Corporate data warehouse aligned with the email database.
• As owner of the on site email sign up process, work with the Creative team and E-Commerce Manager to scope the design and integration of a seamless one-step account registration and email sign up process.