Job Title CRM Data Analyst
Location Nairobi,KE
Organization Name Kenya
Airways
Department Description
Commercial
Brief Description
Reporting to the Customer
Relations and Excellence Manager, the ideal candidate role is to ensure that
high quality Customer Data is collected via the Kenya Airways Data Warehouse and
delivered to users for the purpose of knowing our customers and maintaining an
accurate Customer database to improve Customer relations and effectiveness thus
delighting our guests, increasing profitability and lowering the risks of the
business units we serve. To improve data-driven decision making within the
Commercial environment.
Detailed Description
Key responsibilities will
include,
•Analyse all current CRM operations, data feeds and reports for all touch points to derive insights and answer key business questions.
•Provide data for
monitoring metrics that drives customer satisfaction
•CRM data verification and
database health activity and reporting
•CRM maintenance and
occasional end user training as needed
•Develop an automated
process for reporting on campaign results
•Setup, monitor and
analyze permanent/seasonal control groups
•Partner with Marketing to
identify the goals of direct client contact campaigns required to support the
brand’s business goals and objectives
•Work directly with
Marketing team to develop and implement trigger based client contact strategies
such as new client assimilation, attrition prevention or reactivation programs
•Perform ad hoc analyses,
as needed, to support client relationship marketing efforts, and to answer questions
from requestors of client contact and performance information
•Perform GEMBAs to see
that data from source is up to standard
•Interpret analytics and
research into usable insights, which inform the business and support strategic
communication planning
•Review and recommend
enhancements CRM data handling policies and procedures as well as improvements
in the handling and management of data and drive awareness and adherence by all
front-line staff.
•Comply with data
integrity and security policies
•Support the business and
IT in all integrations that may be need for the best of the organization
•Monitor daily trends in
campaign performance and proactively address underlying causes of trends
•Measure campaign results
such as incremental lift, ROI
•Supporting the CRM
Manager to deliver bespoke analysis projects to optimize the use of sales tools
such as SFDC and Eloqua discover Retention triggers
•Escalate risks, data
progress, quality assurance reports to the Head of Customer Experience.
Job Requirements
Qualification
•University Degree in IT,
Applied Mathematics, Statistics or related field.
• 2 years’ Work experience
with a CRM
• Minimum of 3 years work
experience with Data or related IT field Other Skills
•Excellent demonstrable
knowledge of Customer relations metrics
•Excellent written and
verbal communication skills
•A team player with strong
interpersonal skills and a positive attitude
•Planning and
organizational skills.
•Problem-solving skills.
•Proficient in use of
Computer Applications (MS office modules)
•Numeracy and report
writing skills
•Results-oriented
individual
Additional Details
Behavioral competencies
•Work well under pressure
•Ability to work towards
achieving targets, without supervision.
•Be observant and good at
paying attention to details.
•A team-player and good
interpersonal skills
How To Apply
If you fit the profile,
then apply today. Please submit a copy your detailed Curriculum Vitae here only
by 17th February 2023. Due to the volume of
applications that we receive, only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer.