Offre d’emploi : Call Center & CRM Analyst

Offre d’emploi : Call Center & CRM Analyst
  • Société : Importante Multinationale
  • Lieu : Algérie, ALGER
  • Fonction : Marketing / Communication
  • Type de contrat :


We are looking for a Call Center & CRM Analyst who will provide the Country Manager with relevant database information to support fact-based decision making; improve customer loyalty and retention through the delivery of insights and targeted customer communications; and  Manage Data Quality and Customer Privacy at a local level.




  • Manage the quality and consistency of data capture across all customer touch points including Boutiques, Website, Call Center and Social Media.
  • Undertake regular data quality review and lead data cleansing.
  • Define and follow together with the legal department the legal status & changes regarding Customer Privacy.
  • Ensure that CM consent procedures are established, communicated, understood & followed.


  • Monthly reporting of business KPI & CRM Dashboard (acquisition, attrition, turnover, sales by product & channel, average consumption by Customer category, Active Base,….).
  • Monitor and analyse the Customer Life Cycle CRM Strategy.
  • Geomarketing & Geoanalysis (areas of influence of BTQ, penetration by area, geographical distribution of Customers,…)
  • B2B Analysis, including main KPIs, actual vs expected consumption by contract, Active Base & Fleet of Machines, turnover, geoanalysis, etc.


  • Implement, follow and report the CRM campaign plan agreed with CRM HQ (Early Engagement Program, Downgraders,…).
  • Analysys of the results of all campaigns (communication results, acceptance rate, impact on consumption, ROI,..).
  • Set up of campaigns on the corporate ERP (targets, control groups, scripts, activities & campaigns).
  • Coordinate with the marketing Department the communication to CM & report to CRM & Marketing HQ.


  • Implement, follow and report the CRM interaction plan / targeted relational programs agreed with CRM HQ (emailings, sms, post,…).
  • Set up of marketing actions on the corporate ERP (targets, control groups, scripts, activities & promotions).
  • Identify and define the local approach to caring activities aimed at the delight / surprise CM.


  • Provide support and insights to the Marketing Department in the communication of Club Services, products launch,… to specific targets.
  • Analyse the market service offer & propose new initiatives.
  • Identify gaps & opportunities and share them with HQ.


  • Provide the best customer experience to our Club Members and guarantee the accessibility to the channels: Internet, phone, Mail,
  • Improve economic efficiency and develop the internal know-how.
  • Maintain and improve service standards
  • Supervise and optimize Club organization
  • Head up, motivate and manage the team
  • Manage the Club budget


  • Degree in Business Studies, Stadistics, Market Research Methods, Marketing
  • More than 2 years experience in data management & analysys
  • Advanced level of English


  • Microsoft Office (Excel, PowerPoint, Access, Word)
  • Databases
  • ERPs, Microsoft Dynamics
  • Campaign Management Tools



This profil fits you ?

So please submit us your resume with cover letter and apply now !