Job Description

JOB PURPOSE: Conduct and provide high quality analytics and insights related to Loyalty program, including consumer behavior, segmentation, data modelling and forecasting future behavior, campaign performance, market research etc. in order to inform and drive future performance and strategies to drive profitable customer behavior. KEY ACCOUNTABILITIES: Job Specific Accountabilities Analytics Develop comprehensive tools and tracking applications using advanced data modelling and analysis techniques to allow raw data to be transformed into valuable business insights to be used by decision makers for strategic planning across the business for Loyalty program management. Run raw data from different locations and different platforms, analytics tools and conduct analysis to obtain relevant comprehensive data which can be utilized into informative forms of reports and communications. Develop and regularly enhance a comprehensive loyalty dashboard covering all key metrics. Work closely with Campaign Specialist and cross functional team to develop and test new campaign hypothesis and potential returns in line with critical success factors. Develop detailed analysis of campaign performance for evaluation and improvement areas. Responsible to develop, update and upkeep a detailed dashboard for the loyalty program covering all areas of business. Develop and refine customer segmentation based on research inputs and loyalty data and support the development of a segment specific campaign plan with the Campaign specialist. Develop models to forecast customer behaviour and work closely with the campaign team to develop next best offer. Develop models using customer look alike or other established methods to calculate the loyalty upliftand profitability due to the loyalty program Reporting Prepare reports which summarize the performance of all activities of Loyalty programs ensuring integrity of data to guarantee sound and informative decision making. Ensure that completed insight and gathered data is transformed into viable reports or communications and is effectively disseminated to internal customers for use to review program plans and targets and improve performance. Provide periodic program updates and significant changes in the form of reports or discussions as required to inform business leadership on the status of the business to make informed, proactive decisions. Provide reports on individual partnerships or products or service performance based on pilot performance data or periodic monitoring data to inform decision maker on the current and prospect opportunities of ventures. Interact with various stakeholders in order to generate customer insights and drive effective marketing strategy and campaign management. Develop and refine dashboards to assess performance of Loyalty programs; support campaign planning with data, next best offers, cross sell / upsell etc. to support achievement of optimum ROI on marketing efforts. Perform ad hoc studies and analysis on defined areas such as certain products, location, region, etc...to understand metrics, drivers and required variable on performance and allow decision makers to have a better understanding of the status and variables, including risks involved. Market / Consumer Data Analysis Study behavioural trends using analytical tools, develop analytical / statistical models for acquisition/attrition, build various customer segmentation models and work with the business to develop campaigns based on segments in order to support business information/data requirements are met in agreed turnaround times. Identify, locate and utilise the most appropriate inputs in terms of data/information, both internal and external; identify gaps in data/information relevant to projects and create briefs for external agencies to provide the data to support availability of comprehensive business intelligence within ADNOC Distribution. Identify ways to analyse different market metrics and variables that can provide answers to current performance gaps or can inform decision makers on different drivers or challenges that can affect performance. Relationship Management Manage key relationships with the internal and external customers to create and execute effective customer communication and ensure that these relationships continuously support the achievement of the marketing strategy.