Senior CRM and Data Analyst Hermès

General Responsibilities:

1. MAINTAIN A HIGH LEVEL OF CUSTOMER DATA QUALITY AND COMPLIANCE:

• Improve the customer database quality and animate the retail teams to share best practices in customer data capture and data security
• Ensure regular monitoring of the customer database by developing dedicated analyses and reports
• Improve the customer data quality through the in-house data quality management tool by deduplicating customers and fix means of contact in error
• Develop assets to train sales team on customer data management
• Manage and ensure the compliance of customer database and its security

2. DEVELOP CUSTOMER KNOWLEDGE TO BETTER SERVE OUR CUSTOMERS:

• Be responsible for customer knowledge for the subsidiary by sharing retail, omnichannel, and customer-oriented insights
• Analyze customer behaviors and retail performance, and share the analysis with all retail stakeholders to support strategic decisions
• Anticipate local trends and customer structure evolution thanks to in-depth customer analyses
• Accompany the customer targeting initiative with CRM analyses
• Ensure the data quality and relevancy of the clienteling activities

3. MONITOR ON A REGULAR BASIS THE CUSTOMER PERFORMANCE TO SUSTAIN RETAIL PERFORMANCE:

• Centralize and harmonize all customer performance related reports of the subsidiary
• Identify the local Customer Performance KPIs to be monitored
• Develop and maintain new local reports to follow customer KPIs by store on a regular basis
• Define the customer performance dashboard and report strategy to streamline the existing report package

4. CUSTOMER CULTURE, ENGAGEMENT, AND EXPERIENCE:

• Act as an ambassador of customer excellence, championing the adoption and impact of customer management tools
• Collaborate and have regular meetings with retail teams to understand customer insights and seek room for improvement on customer data usage
• Support the wider team with driving initiatives to develop relationships and create special moments for customers
• Contribute to the organization of customer events, including invitations, outreach, RSVPs, and logistics

5. CRM & CUSTOMER DATA PROJECT DEPLOYMENT:

• Lead and deploy the group projects in subsidiary according to local market specificities
• Accompany and implement group analytics initiatives, such as customer segmentations, and animate them across the subsidiary
• Work in close collaboration with CX, OPS, Retail Compliance, and IT teams to deploy projects related to customer relations and data

Requirements & Capabilities:

• University graduates in related disciplines with at least 3 - 5 years of experiences in CRM or customer data management, preferably in retail or hospitality business environment.
• Proficiency in Microsoft Office suite (Advanced Excel is a must).
• Good knowledge in BI tools (Power BI and/or Cognos IBM) is a plus.
• Ability to analyze and synthesize.
• Customer and business oriented.
• Organized, precise, adaptable, with a balance of strategy and execution.
• Discretion and confidentiality as priority.
• Demonstrated strong interpersonal skills with a team player attitude.
• Ability to work independently and to adapt to a fast-paced, changing environment.
• Fluent in English with excellent oral and written communication skills.

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.