CRM Analytics & Customer Insight

1. Customer Insight & CRM Analytics • Own customer analytics and continuously evolve segmentation models (RFM, lifecycle, value, category and behavioral) across LOF's customer base.

• Generate actionable insights on acquisition, retention, customer lifetime value, churn and cross-sell

opportunities to support commercial growth.

• Analyze promotions, pricing, loyalty and channel performance to identify growth opportunities, margin leakage and customer behavior trends.

• Combine customer, commercial, and external market intelligence to uncover customer trends, identify growth opportunities, evaluate business performance, and deliver strategic insights that support data-driven decision-making.

• Present fact-based insights and recommendations to Marketing, Sales, Trade Marketing and Leadership, enabling faster and better business decisions.

2. CRM Campaign Enablement & Performance

• Lead the analytics and enablement of CRM campaigns, partnering with commercial teams to deliver

targeted, personalized customer experiences that drive engagement and business growth.

• Own campaign targeting and measurement strategies, ensuring campaigns are supported by robust segmentation, audience selection, governance, and clearly defined success metrics.

• Establish best practices for campaign effectiveness measurement, including experimentation frameworks, uplift analysis, attribution, and ROI evaluation to continuously improve marketing performance.

• Translate campaign performance into business insights, identifying optimization opportunities across

customer acquisition, retention, loyalty, repeat purchase, and commercial effectiveness.

• Deliver executive-ready dashboards and performance reporting, providing stakeholders with timely visibility into campaign performance, customer engagement, and business impact.

3. CRM Platform & Data Ownership

• Own the CRM platform strategy and roadmap, ensuring the platform continuously evolves to support

customer engagement, commercial growth, and changing business needs.

• Champion a trusted customer data foundation, driving data quality, governance, customer identity management, and a unified customer view to enable reliable analytics and personalized customer experiences.

• Partner with cross-functional teams and technology partners to deliver new CRM capabilities, prioritize enhancements, and ensure successful adoption across the commercial organization.

• Ensure customer data is managed securely and responsibly, maintaining compliance with data privacy regulations and corporate governance standards.

• Identify and introduce innovative CRM capabilities, including AI-driven insights, marketing automation, predictive analytics, and personalization, to improve customer engagement and maximize business value.

4. AI Adoption & Other Assignments

• Drive the adoption of AI and advanced analytics across the analytics agenda, with a strong focus on the CRM area: predictive scoring, next-best-offer, AI-driven personalization, churn prediction and automated insight generation.

• Identify, pilot and scale AI use cases that deliver measurable commercial value, working with vendors, internal IT and business stakeholders to move from proof of concept to production.

• Promote AI literacy and self-service analytics within commercial organizations, enabling business users to explore data and act on insights independently.

• Perform other tasks and projects assigned by the line manager in support of the department and company objectives.

Yêu cầu công việc

Education & Experience

• Bachelor’s degree in business, Marketing, Economics, Data Analytics, Information Systems, Computer Science, Statistics, or a related field.

• Minimum 5 years of experience in CRM, Customer Analytics, Commercial Insights, or Business Intelligence, with hands-on experience in CRM, CDP, or Loyalty platforms.

• Experience in FMCG, Retail, F&B, or E-commerce is highly preferred.

• Proven ability to translate customer insights into measurable business outcomes and influence commercial decision-making.

Technical & Analytical Skills

• Strong proficiency in SQL, analytics, and visualization tools to support data-driven decision-making.

• Knowledge of CRM/CDP platforms, customer analytics, campaign performance measurement, and AI- enabled analytics.

• Understanding of customer data governance and data privacy principles.

Quyền lợi

• Thưởng:
  - Competitive salary and performance bonuses yearly.
• Chăm sóc sức khoẻ:
  - Comprehensive health insurance and healthcare programs annually.
• Đào tạo:
  - Opportunities for professional development and career advancement. - Supportive and inclusive work environment. - Engagement in project digital transformation initiatives.