CRM Operation & Insight Analyst

We are seeking a hands-on and analytical CRM Operations & Insight Analyst to support a multi-brand CRM ecosystem across Fashion Retail and Food & Beverage business units, unified under a single membership program.

This role combines CRM campaign execution with data-driven insight generation. You will be responsible for setting up and deploying CRM campaigns while analyzing performance data to generate actionable insights and recommendations.

This position is ideal for someone who enjoys working close to both campaign operations and customer data, and wants to grow in CRM, Loyalty, and Customer Experience.

Key Responsibilities:

CRM Campaign Setup & Execution

• Set up and execute CRM campaigns end-to-end across channels (Email, LINE, Push Notification, SMS, Letter, etc.).

• Own campaign configuration including segmentation logic, customer journeys, scheduling, and QA.

• Ensure campaigns are deployed accurately, on time, and aligned with CRM objectives.

• Coordinate with CRM, Marketing, and Brand teams.

Reporting & Insight Generation

• Analyze post-campaign performance and customer behavior.

• Identify what worked, what did not, and why.

• Translate data into actionable insights and recommendations.

• Propose optimizations and experiments for future campaigns.

• Present insights to the Head of CRM for decision-making.

CRM Performance Monitoring

• Monitor KPIs such as activation rate, retention, repeat purchase, engagement, and member growth.

• Track customer behavior across brands and channels.

• Flag anomalies, risks, or performance issues.

Reporting & Data Support

• Build and maintain CRM dashboards using BI tools (Power BI, QlikView, Excel, Access).

• Ensure data accuracy across CRM systems, CDP, POS, and ecommerce platforms.

• Support data validation after system updates.

Customer Journey & Experience

• Analyze customer journeys across Fashion Retail and F&B touchpoints.

• Identify pain points and opportunities for personalization.

• Support segmentation and targeting strategies.

Must-have

• Bachelor’s degree in Business, Economics, Statistics, IT, Marketing Analytics, or related fields.

• 1–3 years of experience in CRM, Marketing Analytics, or related roles.

• Hands-on experience executing CRM campaigns.

• Strong Excel skills (Pivot Tables, VLOOKUP / Index-Match, data cleaning).

• Experience with BI tools (Power BI, QlikView, or similar).

• Ability to translate data into actionable insights.

• Strong attention to detail and structured thinking.

• Clear communication skills.

Nice-to-have

• Experience with CRM systems, CDP, or Loyalty Programs.

• Familiarity with Fashion Retail or F&B industries.

• Basic SQL or data querying knowledge.

• Experience with legacy systems (e.g., NAV, Excel workflows).

• Exposure to CRM automation or customer journey flows.

Key Mindset & Competencies

• Strong execution mindset with analytical thinking.

• Comfortable balancing data and operational tasks.

• Proactive, curious, and solution-oriented.

• Able to manage multiple tasks in fast-paced environments.

• Open to feedback and continuous improvement.