CRM Analyst/ Customer Lifetime Analyst

Overview

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.