CRM Analyst/ Customer Lifetime Analyst

Client of Aroma City Group

CRM Analyst

Overview

Our client is a leading organization seeking a dynamic and analytical CRM Analyst to join the Marketing division. This role is responsible for enabling data-driven CRM and loyalty strategies through customer insights, segmentation, and performance analysis. The successful candidate will support customer engagement, retention, and customer lifetime value through actionable analytics and continuous optimization.

Description:

• Build and manage customer segments based on behavioral data, lifecycle stages, and value tiers including customer lifetime value, usage, and engagement levels.
• Extract, validate, and maintain target audiences for CRM campaigns while ensuring segmentation accuracy and relevance.
• Analyze CRM campaign performance across channels including SMS, push notifications, email, and in-app communication.
• Track campaign KPIs such as delivery rate, CTR, conversion, engagement, and response rates.
• Provide clear insights and optimization recommendations to improve campaign effectiveness and ROI.
• Analyze customer journeys across onboarding, activation, usage, retention, and reactivation stages.
• Identify drop-offs, friction points, and growth opportunities across the customer lifecycle funnel.
• Support the development of lifecycle strategies through data-driven recommendations.
• Track and evaluate loyalty program performance including engagement, redemption, and incremental customer behavior.
• Assess the effectiveness of offers, rewards, and loyalty mechanics while recommending improvements.
• Work closely with data teams to ensure data quality, accuracy, and availability.
• Coordinate with CRM and technology teams to support campaign execution and audience setup.
• Ensure proper use of CRM and CDP tools for segmentation, targeting, and campaign management.
• Build and maintain dashboards covering campaign performance, customer behavior, and lifecycle KPIs.
• Deliver regular reports with clear business insights and recommendations.
• Support continuous improvement initiatives within CRM, loyalty, and customer analytics functions.
• Perform any other related duties as assigned by management.

Requirements:

• Education: Bachelor s degree in Marketing, Business Administration, Statistics, Economics, Data Analytics, or a related field.
• Experience: Minimum of 3 5 years of experience in CRM analytics, marketing analytics, or customer analytics. Previous experience within banking, fintech, airline, telecom, or app-based environments is highly preferred.
• Skills: Strong analytical mindset with the ability to interpret complex datasets and convert data into actionable insights. High attention to detail and accuracy. Excellent communication and stakeholder management skills.
• Technical Skills: Advanced proficiency in Excel / Google Sheets. Hands-on experience with BI tools such as Power BI, Tableau, or Looker. Strong understanding of CRM / CDP platforms, segmentation techniques, and A/B testing methodologies.
• Languages: Good command of English language.
• Availability: Immediate or within 30 days preferred.