Job title: CRM Data Analyst

Location: Dubai, UAE

About the role

We are seeking an experienced CRM Data Analyst with a strong background in working with IT systems, Customer Data Platforms (CDPs), and customer data analysis. The ideal candidate will utilize advanced data mining techniques, scoring models, and CDP capabilities to deliver actionable insights that drive CRM strategies. This role is critical in supporting data-driven decision-making for customer segmentation, targeting, retention, and lifecycle management.

Key Responsibilities:

Customer Data Analysis & Data Mining:

• Extract and analyze customer data from CRM systems, Customer Data Platforms (CDPs), and other internal data sources to uncover valuable customer insights.
• Apply data mining techniques such as clustering, classification, and predictive modeling to identify trends, behaviors, and engagement opportunities.
• Utilize CDP tools to centralize and integrate customer data from multiple sources, enabling more accurate analysis and segmentation.

Customer Scoring & Segmentation:

• Develop and maintain customer scoring models (e.g., RFM, propensity, and churn risk models) to assess customer value and predict future behaviors.
• Implement dynamic customer segmentation strategies using data from CDPs, enabling personalized and real-time targeting for marketing campaigns.
• Perform cohort analysis to track the performance and lifecycle of customer segments and provide recommendations for improvement.

CDP Integration & Data Management:

• Collaborate with IT and data engineering teams to ensure seamless integration of customer data into the CDP, ensuring high data quality and integrity.
• Manage and optimize the use of the CDP to create unified customer profiles, making it easier to run advanced analytics and enhance customer engagement.
• Support the continuous refinement and automation of data pipelines to ensure up-to-date, accurate customer data is available for analysis.

Reporting & Dashboards:

• Create interactive dashboards and reporting tools to visualize key customer metrics, cohort performance, and CRM campaign effectiveness, using platforms like Tableau, Power BI, or the CDP’s reporting capabilities.
• Present data insights in an understandable way to key stakeholders, driving actionable strategies across the marketing, product, and sales teams.

Data-Driven Strategy & Recommendations:

• Provide insights based on customer segmentation, predictive models, and data mining findings to optimize CRM strategies and customer engagement efforts.
• Work closely with cross-functional teams to implement data-driven marketing initiatives aimed at improving customer acquisition, retention, and lifetime value (LTV).
• Support A/B testing and experimentation efforts to validate new strategies based on real-time data and cohort performance.

Collaboration & Continuous Improvement:

• Partner with IT and technical teams to ensure the proper collection, integration, and governance of customer data across systems and platforms.
• Stay up-to-date with the latest trends in CDPs, data management, and customer data analytics to continually improve analysis techniques and CRM strategies.
• Contribute to the evolution of CRM processes by identifying areas for optimization and automating data workflows where applicable.

Role - Specific Skills:

• Proficiency in SQL for querying customer data from various platforms and databases.
• Experience working with CDPs, including data integration, management, and segmentation functionalities.
• Experience with marketing automation tools integrated into CDPs.
• Experience with data visualization tools like Tableau, Power BI, or built-in CDP analytics dashboards.
• Knowledge of data mining and machine learning techniques for predictive analysis and scoring.
• Knowledge of advanced customer lifetime value (LTV) models and customer retention strategies.
• Familiarity with cloud-based data storage and integration solutions (e.g., AWS, Google Cloud, Azure).
• Familiarity with programming languages like Python or R for advanced analytics and model building.
• Strong analytical thinking and problem-solving skills, with the ability to translate complex data insights into actionable business strategies.
• Excellent communication skills, with the ability to present findings to both technical and non-technical stakeholders.
• Attention to detail, with a focus on data quality and accuracy.
• Ability to work independently while managing multiple tasks and deadlines in a fast-paced environment.

Desired Background and Experience:

• Bachelor’s degree in Data Science, Statistics, Information Technology, Marketing or a related field. Advanced certifications in data analytics, CRM, or CDP tools are a plus.
• 5-8 years of experience with at least 3 years in CRM data analysis, data mining, or data engineering, with a strong focus on customer data platforms (CDPs) and data integration.
• Proficiency in customer scoring models, cohort analysis, and customer segmentation.
• Experience with CRM platforms such as Klaviyo, or similar, as well as familiarity with Customer Data Platforms like Hightouch or similar.