Customer Relationship Management Analyst - FTC

About this role

Born on South Molton Street, London in 1971, Molton Brown is an icon of uniquely British style. Today, Molton Brown is one of the leading global brands in Kao´s global cosmetics portfolio. Growing from small-scale artisans into the international fragrance brand it is today, its pioneering presence is felt in our stores and websites, travel retail, luxury department stores and the most esteemed hotels around the world.

Expertly blended in London, Molton Brown’s signature fragrances, bath and shower gels, home and hand care luxuries have claimed iconic status. Kao and Molton Brown have a passion for integrity, for craftsmanship, for artistry and for giving our consumers the ultimate, quality experience. About our role: 12-14 months Fixed Term Contract To support the digital business and the CRM Manager by providing customer behaviour and lifetime value insight, reporting globally across all channels and markets and manage the Digital Optimisation and Analytics Executive .

To provide customer and sales analysis and conclusions to the business on a regular basis to ensure the right planning is in place to grow and retain the Molton Brown customer base. The role is central to the customer lifetime value initiative, the development of the loyalty program and the foundation of understanding the recency, frequency, and value metrics of our customers and insight into product performance across different consumer and business segments.

What you will do: Support the CRM Manager in maintaining customer insight and customer lifetime value reporting to all levels of the business. Insight includes key customer metric's such as Lifetime Value, Churn, Recency Frequency and Monetary value, Tiering and customer journeys. Create customer tiering target models, based on Recency, Frequency and Monetary value data to facilitate customer segmentation and communication planning.

Regularly report on CLV (customer lifetime value) metrics, maintaining and distributing the CRM dashboard. Identifying consumer behaviour trends, recommending improvements to activities to ensure maximum ROI on spend. Conduct campaign wash-up analysis of customer activity, and evaluate successes and opportunities for future campaign planning based on customer reactions. Review and analyse customer feedback from customer surveys, social media, online reviews and any other relevant sources.