CRM Analyst
Job no: 506539
Work type: FTP - Full-time Permanent
Location: Victoria
Category: Digital & Marketing
FOREVER US
Forever New is Australia's fastest growing fashion clothing and accessories brand. With more than 300 stores and a vast online presence across the globe, we have developed a strong community of fashion-lovers, designers, innovators, experts and creatives who have taken us from Melbourne to the world. We’re a passionate group of individuals with a love for fashion and style – committed to doing whatever it takes to put a smile on her face. We make fashion for the modern woman on the move, and like her, we want to be ready for anything.
THE PERKS WE OFFER YOU
As a valued member of the Forever New family, you'll not only enjoy a wide range of exciting rewards and benefits, but also be part of a team that genuinely appreciates your talent and dedication.
Discover the perks of joining us:
- Benefit from a generous 40% employee discount, including periodic discounts for your family and friends.
- Coffee lover? Indulge in daily subsidized coffee and lunch at the café downstairs.
- Enjoy the flexibility of loyalty and birthday leave to celebrate special moments in your life.
- Receive recruitment referral incentives for bringing talented individuals to join our exceptional team.
- Take advantage of our wellbeing and environmental incentives, promoting your overall wellness and contributing to a sustainable future.
- Engage in continuous learning and development programs to enhance your skills and foster personal and professional growth.
- Be recognized for your outstanding contributions through our recognition program and service awards.
- Enjoy the convenience of subsidized car parking, ensuring a stress-free commute.
- Thrive in our vibrant head office located in Cremorne, an area renowned for its energy and creativity.
- Gain exposure to a global business operating across 5 continents, expanding your horizons and providing diverse experiences.
YOUR DREAM OPPORTUNITY
We are seeking a highly skilled and data-driven CRM Analyst to join our dynamic team. In this role, you will drive improvements across key customer metrics, focusing on acquisition, retention, and overall customer lifecycle management. You will collaborate with various teams, including CRM, marketing, and external partners, to deliver actionable insights that shape marketing strategies and drive customer-centric business decisions.
Key Responsibilities:
Customer Metrics Improvement
- Deliver insights that enhance customer acquisition by analysing first purchase behaviour, repeat purchase trends, and consumer behaviours.
- Identify high-potential audience segments to increase annual spend and purchase frequency.
- Develop new customer segments with shared behaviours and profiles to drive personalisation across channels.
Reporting & Documentation
- Build and maintain global customer reports and ensure their timely distribution to stakeholders.
- Create and manage centralised documentation within Confluence to ensure knowledge sharing across the organisation.
Customer Data Platform (CDP)
- Build out and maintain a suite of reports and dashboards to track customer data and insights.
- Champion CDP education, ensuring the business is aligned with customer-centric practices and continuously enhance customer data validation strategies.
- Optimise CDP’s integration with key business platforms, such as Emarsys, for improved customer insights.
Campaign Analysis & Testing
- Work closely with the marketing team to develop robust A/B testing methodologies for both new and existing campaigns.
- Measure incremental uplift from campaigns through A/B testing, ensuring campaigns are optimised for success.
- Automate reports for CRM campaigns, including welcome offers and second purchase conversion tracking.
- Streamline messaging across email, SMS, and app notifications, ensuring personalised content that drives engagement.
Loyalty Program Optimisation
- Evaluate existing loyalty programs and provide insights to enhance them.
- Support new loyalty initiatives, such as pilot programs and the development of customer-centric features (e.g., voucher management and segmentation).
- Improve customer touchpoints by optimising the communication strategy.
THE SKILLS AND EXPERIENCE YOU OFFER US
- Strong analytical skills and ability to create and deliver reports and dashboards that drive business decisions.
- Experience with CRM tools.
- Knowledge of A/B testing methodologies and campaign optimisation.
- Strong communication skills for presenting insights to stakeholders across the business.
- Experience with CDP tools and customer segmentation techniques is a plus.
- Proficient in SQL, Power BI, or similar reporting tools.
Whether we’re designing our latest fashion collection, learning, laughing, and collaborating as a team or providing expert styling advice to our loyal customers, these are a few of the values engrained in our DNA:
- Think Customer
- Respect for all
- Keep it Simple
- Take Responsibility
- Act with Pace
Join Forever New and become part of a community that values your uniqueness and offers exciting opportunities for personal and professional growth. Apply now and let your talents shine in an environment that celebrates diversity and fosters success!
Advertised: AUS Eastern Daylight Time
Applications close:
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