Customer Journey & Data Analysis Senior Specialist

Main tasks:

Data Monitoring & KPI reporting :

• Development of ‘Data Driven Marketing Strategy’
• Implementation of Marketing relevant reporting tools
• Development of Marketing analytics & reporting
• Constant monitoring Marketing metrics and KPI´s
• Implementation of Management dashboard

Customer Insights and Research Strategy:

• Preparation and implementation of Customer research
• Analysis of Research results (key findings) and proposition of further actions
• Collecting and summarizing of 3rd party research

Customer Journey Support:

• Ongoing Support for all CRM & Salesforce topics with retail
• Steering of all relevant Salesforce activities & reporting
• Ongoing enhancement of OneWeb platform
• CRM support in terms of lead & Complaints management daily with call center & ongoing reporting
• Responsible for developing Complaints Analysis Quarterly Reports
• Handles lead management process within retail and Call Center in regard to lead follow up (SLA).

Marketing Efficiency Support:

• Issuing POs, following up with procurement and accounting
• Support in marketing projects

***Other tasks may be assigned by Supervisor

Qualifications:

Educational Background:

• Graduate / Post-Graduate degree in Marketing Communications, Marketing Intelligence or similar

Technical knowledge:

• Experience in Marketing
• Experience within Salesforce operations is a plus
• Experience in marketing campaigns is a plus
• Ability to work with cross-functional teams
• Strong written and verbal communication skills
• Solid experience and understanding of CRM solutions and Marketing Automation is a plus
• Solid customer orientation, core understanding of the customer lifecycle and customer needs and how customer insight or customer strategy drives experience.
• Experience in delivering brand experience campaigns through all consumer touchpoints

Soft skills/individual competence:

• Passion, Respect, Integrity, Discipline, Strong Analytical Skills, Excellent organizational and project management skills, Dedication, Commitment, strong experience in all relevant digital channels
• Excellent English skills (in writing and verbally) is a must; German a plus