Customer Engagement Analyst - Edenvale at Signature Cosmetics

Responsibilities 

• Design and implement a customer segmentation strategy by including but not limited to demographics, LSM, and purchase category
• Conduct data mining on the existing customer database to identify missing information and ensure maintenance of the database to enable continued customer segmentation
• Provide in-depth analyse of data and provide insights into customer behaviour, preferences, trends, needs, and concerns to uncover opportunities to grow our customer database
• Utilise data to understand and enhance the overall customer experience to drive broader business decisions
• Build and maintain effective customer relationships though personalized messaging tailored to customer segmentation, trends, and preferences
• Utilise data obtained from market research and customer loyalty database to develop targeted communication to specific audiences and campaigns
• Proactively engage with customers by means of loyalty surveys to design and execute targeted campaigns aimed at boosting loyalty and driving repeat purchases
• Provide data that enables effective face to face communication with customers in stores
• Utilise the in-depth analysis to highlight opportunities for optimizing marketing campaigns and product development
• Analyse market research reports and overlay with internal data to reveal insights into product categories.
• Provide strategic advice on promotional activities to maximize customer engagement and capitalize on emerging trends
• Optimize data analysis and effectively influence the omnichannel customer journey
• Optimize data analysis and effectively influence the omnichannel customer journey
• Present campaign assessment analysis reports and recommendations to the Marketing Manager and ensure that campaigns are aligned with the overall marketing and business strategy
• Align with the Marketing Manager on all campaigns and messaging to customers to ensure a seamless approach across all platforms.
• Implement and track loyalty and promotional marketing campaigns with a view to increasing lifetime customer value
• Collaborate with key stakeholders to deliver customer insights and analytics.
• Ensure a cohesive and aligned approach between the requirements of the Business Intelligence department and the Marketing department
• Collaborate with the Business Intelligence department to identify opportunities to improve the usage of the system
• Troubleshoot user or software errors that inhibit the efficiency of the interaction between customers, employees, and the system
• Comply with all data storage, data access and analysis requirements.
• Establish workflows and standards for entering data into systems
• Understand competitor activity as input to campaigns and approach to customer information management – can be removed as addressed in point 34
• Perform the required research to remain up to date with competitor activity, trends, and effective methods of customer communication
• Provide subject matter expert input to training material and upskill employees on the functionality and utilization of the system
• Work closely with the Service Desk to respond to, resolve or escalate customer complaints quickly and efficiently.
• Ensure compliance to all relevant legislation, including PoPI and CPA.
• Support the data warehousing and data security requirements of the Business Intelligence department.

Requirements 

• A bachelor’s degree or equivalent in Marketing, Information Systems, Business Intelligence, Economics, Finance, or any other related field is required
• Proficient in programs like PowerBi, Microsoft Dynamics, Click Dimensions or equivalent
• Valid Driver’s license
• A minimum of 3 years’ experience in the FMCG, is a requirement
• A minimum of 3 years’ experience in the beauty and fashion industry a distinct advantage
• Proven track record in a similar role, showcasing successful application of research, customer segmentation, profiling, and trend analysis
• A minimum of 2 years’ experience performing data analysis within a marketing and or sales environment a requirement