Customer and CRM Analyst

hace 7 meses

Barcelona, España H&M A tiempo completo

**Company Description** At H&M Group, we are here to inspire people around the world to express their personality through fashion and design by making a more sustainable lifestyle exciting and accessible for everyone - regardless of style or budget. To get there, we have set the 2030 Goals for People, Planet and Growth, ensuring that we can continue leading our industry towards a sustainable future and creating long-term profitable growth.**

**In the coming years we focus on elevating the full H&M experience in the eyes of the consumers through Product, Experience and Brand, guided by our Brand Plan. Do you want to be part of making us succeed?**

In the last few years, with Regionalisation and Omni Regionalisation, we took important steps to become more customer centric, gaining speed and regional relevance and upgrading our omni customer experience. Now, we in Region South Europe are taking next steps to accelerate towards our direction by streamlining our ways of working and reshaping our operations. To achieve our ambitions, deliver on our goals and create value for our customers, our colleagues play a key role. With clarified roles and responsibilities, we continue to execute with speed and adapt to the changes in the world around us.

As a Customer and CRM Analyst, you will be responsible for analyzing customer data, gathering, manipulating and interpreting large data sets using analytics and statistical techniques. You will also ensure an effective utilization of CRM data to enhance customer relationships, improve customer experiences, and drive business growth. Your role involves overseeing data management, implementing CRM strategies based on Global guidelines and collaborating with cross-functional teams to leverage customer data for targeted marketing campaigns and personalized customer interactions cross paid and owned activities. You will play a key role in optimizing customer engagement, retention, and loyalty through the effective use of CRM tools and analytics. Your main responsibilities include:

- ** Customer Data Analysis.** Utilize and analyze CRM data to gain insights into customer behavior, preferences, and interactions with the company. Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction. Gather, manipulate and interpret large data sets using analytics and statistical techniques to develop the analysis and transform the findings into actionable insights. Being familiar & comfortable working with SAS & SQL coding languages is essential for this role.
- ** CRM Strategy Implementation.** Collaborate with Strategy & Planning and Omni Sales teams to refine and optimize CRM strategies based on data-driven insights. Utilize global CRM capabilities to drive customer acquisition and retention tactics, adapted to fit local needs. Synthesize complex analysis into specific and clear insights that are suited to different audiences.
- ** Customer Journey Optimization.** Utilize global frameworks to analyze and drive customers through the customer journey and identify opportunities for improving customer experiences and engagement together with cross-functional teams.
- ** Performance Tracking.** Track key performance indicators (KPIs) related to CRM activities, such as customer retention to identify business opportunities in order to enhance the growth of the customer base with the ultimate objective of increasing sales. Provide robust data-driven insights to measure customer engagement & retention, campaign effectiveness and Customer Lifetime Value (CLV).
- ** Diagnosis and Target Setting.** Work together in the team to identify how we are tracking towards long-term goals and why/why not we are performing, including macro analysis and competitor intelligence. Specifically responsible for understanding the health of the customer base and how those feeds into the overall diagnosis. Use these insights to support the strategic direction and set new long-term goals.

**Qualifications**
Education
- Degree in a quantitative discipline (Mathematics, statistics, engineering, data science) or Business Analytics, Economics, Marketing.
- Minimum of 3 years of experience in analytics, data science, or a related data-driven role.

Skills & Experience
- Self-motivated, result oriented problem solver with strong business sense to be able to put insights into the right context.
- Strong analytical, financial, and problem-solving skills. Highly comfortable with demonstrating data to drive decisions and storytelling. Proven track record of using data insights to drive business decisions, particularly in optimizing CRM systems and improving customer engagement and value.
- Proficiency in using CRM platforms and familiarity with data analysis and reporting tools.
- Proficient working with SAS. Strong experience with SQL used specifically for the analysis, visualization, and interpretation of complex datasets in a CRM context.
- Strong experience an

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