Overview

We are seeking a hands-on and analytical CRM Operations & Insight Analyst to support our 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 CRM channels (e.g. Email, LINE, Push Notification, SMS, Letter, etc).
• Own campaign configuration including segmentation logic, customer journeys, scheduling, and QA.
• Ensure campaigns are deployed accurately, on 􀆟me, and aligned with CRM objectives.
• Coordinate with CRM, Marketing, and Brand teams to support campaign execution.

Reporting & Dashboard Development

• Analyze post-campaign performance and customer behavior.
• Identify what worked, what did not, and why.
• Translate campaign and customer data into clear, actionable insights and recommendations.
• Propose hypotheses, optimizations, or experiments for future CRM initiatives.
• Present concise insights to the Head of CRM to support decision-making

CRM Performance Monitoring

• Monitor key CRM KPIs such as activation rate, retention, repeat purchase, engagement, and member growth.
• Track customer behavior across brands and channels.
• Proactively flag anomalies, risks, or performance issues.

Reporting & Data Support

• Build and maintain essential CRM performance reports and dashboards using BI tools (e.g. Power BI, QlikView, Microsoft Excel, Microsoft Access).
• Ensure data accuracy and consistency across multiple sources (CRM systems, CDP, POS, ecommerce, legacy systems).
• Support basic data validation after system updates or new feature releases.

Customer Journey & Experience Support

• Analyze customer journeys across Fashion Retail and F&B touchpoints.
• Identify pain points and opportunities to improve personalization and customer experience.
• Support segmentation and targeting strategies based on customer behavior insights.

Qualifications

Must-have

• Bachelor’s degree in business, Economics, Statistics, IT, Marketing Analytics, or related fields.
• 1–3 years of experience in CRM, Marketing Analytics, CRM Operations, or related roles.
• Hands-on experience setting up or executing CRM campaigns.
• Strong Excel skills (Pivot Tables, VLOOKUP / Index-Match, data cleaning).
• Experience with BI tools such as Power BI, QlikView, or similar.
• Ability to turn data into actionable insights and practical recommendations.
• Strong attention to detail and structured thinking.
• Clear communication skills when presenting insights.

Nice-to-have

• Experience with CRM systems, CDP, or Loyalty Programs.
• Familiarity with Fashion Retail or F&B business models.
• Basic SQL / DBeaver or data querying knowledge.
• Experience working with legacy systems (e.g. NAV, Excel-based workflows).
• Experience supporting CRM automation or customer journey flows.

Key Mindset & Competencies

• Strong execution mindset with analytical thinking.
• Comfortable working with both data and operational tasks.
• Curious, proactive, and solution oriented.
• Able to manage multiple tasks in a fast-paced environment.
• Open to feedback and able to work closely with a Head of CRM for continuous improvement.

What You Will Gain

• Hands-on experience managing CRM campaigns end-to-end.
• Exposure to a large-scale, multi-brand CRM and loyalty ecosystem.
• Opportunity to work with multi-channel customer data (offline stores, ecommerce, F&B).
• Direct mentorship from Head of CRM with strong system and analytical background.
• Clear career progression into CRM Specialist, Senior Analyst, or CRM Lead roles.