CRM & Market Intelligence, Executive

Key Responsibilities

1. CRM Reporting & Insights

• Own recurring CRM performance reporting (MSP, Active Rate, Member Sales, etc.)


• Translate data into clear insights and business recommendations


• Deliver management-ready decks and performance summaries


• Conduct campaign post-mortems and effectiveness analysis

2. Dashboard & Data Management

• Build and maintain Power BI dashboards for CRM and commercial tracking


• Ensure data accuracy, governance, and consistency across systems


• Act as the single source of truth for CRM metrics and definitions

3. CRM Campaign & Lifecycle Support

• Support segmentation, targeting, and customer lifecycle strategies (CLV, RFM, journeys)


• Evaluate campaign performance and recommend optimization opportunities


• Align CRM communications (EDM, push, WhatsApp, etc.) with insights

4. Commercial & Market Intelligence

• Analyze customer behavior, shopping patterns, and category trends


• Identify:  
  
  
  
  • New customer acquisition impact
  
  
  • Cannibalizations / cross-category behavior
  
  
  • Growth opportunities by segment/store/category
  
  


• Act as a data consultant to different stakeholders

5. Stakeholder & Project Support

• Work closely with Marketing, Trade, Operations, IT and regional teams


• Support CRM/CLV projects and cross-functional initiatives


• Provide insights for decision-making in campaigns, partnerships, and promotions

Success Metrics (What “Good” Looks Like)

• Accuracy and reliability of CRM reporting


• Actionable insights adopted by stakeholders


• Improvement in key KPIs: 
  
  
  
  • Member Sales Participation (MSP)
  
  
  • Active Rate
  
  
  • CRM-driven sales contribution
  
  


• Timely delivery of dashboards and analysis

Skills & Requirements

• Strong analytical skills (Excel, PowerPoint, Power BI preferred)


• Ability to translate data into clear business storytelling


• Understanding of CRM concepts (segmentation, lifecycle, CLV)


• Strong stakeholder management and communication skills


• Attention to detail and data accuracy

Nice Add-On

• Exposure to O+O (Online + Offline) CRM projects


• Experience in brand loyalty programs


• Familiarity with commercial / retail performance analysis