Offre d'emploi : Call Center & CRM Analyst

Société : Importante Multinationale
Lieu : Algérie, ALGER
Fonction : Marketing / Communication

Type de contrat :
indifférent

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.

MAIN RESPONSABILITIES

DATA MANAGEMENT:

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.

CUSTOMER INSIGHTS:

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.

CAMPAIGN MANAGEMENT:

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.

ACTIVATION & LOYALTY:

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.

LE CLUB:

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.

CALL CENTER:

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

REQUIREMENTS