Customer Engagement Lead at dunnhumby

WHAT I DO | Key accountabilities

• Analyze customer behavior to identify risks and opportunities
• Gather internal and external benchmarks to understand available solutions in the market and around the world
• Support the development of a CRM strategy for the client, combining their brand   positioning, customer behavior and specific objectives
• Put strategy into action with clearly defined processes and implementation plans, both   internally and for the client
• Liaise with the client’s different departments to specify how the action plan will happen: IT,  CRM, marketing, commercial, operations, promotions, analytics etc.
• Use your project management skills to ensure the smooth running of every campaign internally and with the client
• Analyze results and recommend improvements – both operational and strategic
• Build and maintain strong working relationships internally and with the client
• Use Customer Engagement tools to drive insightful recommendations for assigned client(s)   and present those recommendations to the client
• Work with the Customer Engagement Consulting Manager on strategic projects as needed and provide support to new business development for Customer Engagement, particularly   when in-between client
• projects or when workload at existing clients is lower

Who I work with:

Internal

• Customer Engagement Consulting Manager
• Client and Capabilities teams
• Data scientists and analysts, to ask for new analysis and discuss results
• Technology experts, to understand and work effectively with dh tools
• Customer Engagement worldwide, to share knowledge and ensure we are using the best solution

External

• Client’s teams: marketing, CRM/Rewards, commercial, operations, IT, data analytics

Qualifications

• CRM and/or Rewards program experience
• Bachelor’s degree or equivalent in Marketing or Economics
• Experience in CRM strategy development and planning
• Retail, FMCG or agency experience
• Proven track record in campaign management
• Analytical skills; an enquiring mind
• Strong organisational skills
• Strong people and relationship management skills
• Good presentation skills
• Resilient; able to work under pressure and in a fast-paced environment
• A team player
• A self-starter
• Proficient in Excel and PowerPoint
• 3 years’ work Experience