Job Title

Manager - Customer Insights & Analytics

Business

Loyalty, CRM & Data Analytics

Job Purpose

Under the supervision of the Head of Loyalty, CRM & Data Analytics, this role needs to lead the organization\'s data and analytics across Businesses and create a data driven culture across ENOC Retail.
Work on building a team that drives business reporting across BU\'s, working closely with customer loyalty to drive insights and data driven decision making. Directly impact ROI by defining target segments for offers designed by customer loyalty teams post campaign reports and KPI reports. Build relationships with management and staff (internal & external) in business areas associated with data planning work e.g. planning, operations and research to drive business intelligence and insights.

Principal Accountabilities

Strategic Responsibilities

• Define customer segmentation rules for ENOCs YES program and work closely with third party consultants and loyalty consultants to ensure guidelines and segment definitions
• Create a Data led culture within ENOC Retail ensuring data hygiene and impactfulness.
• Be the single points of contact for all customer data related activities.
• Grown a team of data analysts and data scientists to back strategic decision making.

Functional Responsibilities

• Data modelling and Analysis defining ATV\'s, CLV and other customer parameters
• Program and brand level data builds to understand transactions and customer behaviour
• Market basket analysis, CHAID modelling or next best product recommendations to understand customer level offering.
• Work closely with loyalty offer management email marketing teams on targeting and reporting
• Build relevant metrics and measures for the ENOC retail business which is diverse
• Create a retail wide understanding and advocacy of customer latency, attrition, engagement, and other parameters to drive internal engagement on data and analytics
• Closely work with customer loyalty on CPP modelling and third party partnerships and other campaigns

Additional Principal Accountabilities

Experience

• Master\'s degree in data Analytics and BI
• Proven work experience minimum of 7-10 years in data and insights and loyalty. Working with CRM and Loyalty is a must support Loyalty reporting along with CPP modelling
• Strong knowledge of analytical tools KPIs Dashboards
• Strong project management skills and organisational skills
• Ability to work under tight deadlines
• Ability to work independently as well as build effective working relationships with cross-functional teams.
• Attention to detail
• Self-directed, capable of staying on track and pursuing solutions without supervision
• Service oriented mindset
• Strength in innovation
• Flexible and able to quickly adapt to changing environments

ENOC