Job Description

Job Category: Customer Loyalty
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Objective:
This position is responsible for leading data reporting, analytics, and insights generation to support business decisions across the CRM and loyalty functions. The role will oversee reporting governance, develop dashboards, lead analytical projects, and collaborate cross-functionally to drive data-informed strategies for enhancing customer engagement, retention, and loyalty performance.
Key Responsibility:
Data Management & Reporting

• Design, develop, and automate dashboards and reports that track KPIs, customer behavior, campaign performance, and loyalty metrics.
• Ensure data accuracy and consistency across platforms through rigorous validation and cross-checking.
• Manage regular and ad hoc reporting needs across departments including CRM, marketing, operations, and finance.

Business Analytics & Insights

• Conduct in-depth analysis on customer lifecycle, segmentation, redemption patterns, and NPS trends.
• Interpret campaign performance metrics and suggest data-backed strategies to optimize loyalty initiatives.
• Develop predictive models and trend analysis for improving customer retention and spend behavior.

Project Support & Systems

• Assist in requirement gathering and UAT for CRM-related data modules and reporting systems.
• Liaise with IT and development teams to implement enhancements and resolve data issues.
• Document reporting processes and ensure alignment with project deliverables.

Stakeholder Collaboration

• Partner with marketing, product, and CRM teams to deliver actionable insights and drive strategy.
• Support internal business reviews by preparing executive summaries and dashboards.
• Contribute to strategic planning by highlighting key data-driven opportunities.

Desired Experience:

• 5-7 years of experience in business intelligence, data analysis, or reporting roles, with at least 3 years in a managerial or strategic role.
• Demonstrated experience in delivering insights and supporting data-centric projects across functions.
• Solid understanding of CRM databases, customer segmentation, and loyalty KPIs.
• Bachelor's degree in Business Analytics, Information Systems, Statistics, or related field; MBA preferred.