CRM Analyst

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.  

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The CRM Analyst will work closely with the Senior Manger of CE to develop and implement the regional Client Engagement (CE) strategy. They will own and manage outreach campaigns, analytics and reporting for the region.

RESPONSIBILITIES

Outreach | 
-    Deliver seasonal campaigns operationally- ensuring all outreach materials are shared on time and stores have all the necessary tools to execute successful outreach (Outreach Pack). 
-    Partner with the Customer Service and Digital Marketing teams to implement a 360, omnichannel approach to support both retail and online business. 
-    Track outreach performance on a weekly basis to inform the business and support in the achievement of targets.
-    Produce in-depth analysis at the end of each campaign to evaluate success, understand performance and take the learnings to improve future campaigns. 
-    Manage email calendar working with central team to have emails meet local market needs and requesting ad hoc emails as necessary for events and openings.  

Reporting | 
-    Manage all CE reporting: producing weekly, monthly, quarterly and yearly reporting to track KPI performance and highlight key focuses within the business.
-    Collaborate new & existing Americas CE KPIs (retention, engagement, Elites etc), to drive the clienteling strategy and ensure stores deliver their yearly targets. 
-     Support with events by pulling historical sales data and tracking event sales to monitor success 
-    producing adhoc hitlists.

Analytics | 
-    Partner analytics within the America CE team, ensuring actionable recommendations and learnings are delivered to all stakeholders across the business, presenting these insights regularly.
-    Identify key opportunities where customer analytics can influence and improve the current ways of working. 

Clienteling Strategy | 
-    Work with SR Manager of CE to define regional CE targets to reach Elite & client growth objectives. 
-    Track the performance of retail teams in commercial activities, such as, local moments and exclusive product events to inform the CE strategy.  
-    Support the delivery of the strategy by ensuring all initiatives are communicated and documented clearly and consistently (Blueprint, Event Tracking, CE Development PPT).

CRM Maintenance | 
-    Ensure the database is kept up-to-date, all current store/CA assignments are reflected and working with the relevant teams to resolve data issues. 
-    Be the ‘go-to’ for the America team regarding any client database queries, ensuring all current issues & planned improvements are communicated. 
-    Train the America CE team in the key clienteling definitions (assignment, tasks, clientbook etc.) 

CRM Development | 
-    Work with the central CRM teams and subregional teams to understand business needs, translating them into back- and front-end development. 
-    Support in the continued development of customer journeys. (currently the business owner of CRM database and dashboards) 

PERSONAL PROFILE

-    Strong numerical and/or financial background.
-    Advanced Excel skills (& Microsoft Office in general).
-    Must have applied SQL knowledge in a working environment. 
-    Knowledge of a data visualisation tool (ideally Tableau)
-    Ability to understand, interpret and communicate data in a concise and relevant way. 
-    Proven track record of independent working and self-management.
-    Proactive individual with the ability to adapt in a fast-paced working environment.
-    Strong project management skills: planning, organization, and execution support.

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

•    Expected base salary for the role will generally be between $75,000.00 and $85,000.00 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

•    This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.