Analyst/Senior Analyst - Customer Management - eCommerce

Analyst/Senior Analyst - Customer Management

Role Outline :

The role of Analyst - Customer Management is based in Chennai and reports to the Manager leading the team.

- The role requires the candidate to have good problem solving skills and ability to look at the bigger picture and understand how his/her work fits into that.

- The candidate will be part of the Customer Management and Insights group whose goal is to increase customer engagement, improve customer retention and deliver actionable insights that are valuable to business.

- The candidate will need to be both a champion for the customer and data centric at the same time.

- The candidate will have to deal with large volumes of data on a regular basis and deliver analytic solutions for better customer management.

- The candidate will need to take initiatives and engage with multiple stakeholders to understand the problem to be solved and deliver solutions.

Key responsibilities include :

- Coming up with data driven solutions to optimize customer engagement and retention strategies

- Finding opportunities to acquire more customers by modifying/optimizing existing strategies

- Coming up with hypotheses leveraging internal and 3rd party data

- Running periodic controlled tests to validate hypotheses generated

- Monitoring key portfolio metrics and take data driven actions based on the performance

Business Knowledge : Develop an understanding of the domain/function. Manage business process (es) in the work area. The individual is expected to develop domain expertise in his/her work area.

Teamwork : Develop cross site relationships to enhance leverage of ideas. Set and manage partner expectations. Drive implementation of projects with Engineering team while partnering seamlessly with cross site team members.

Communication : Write clear proposals on activities/projects and present them to the larger team. Responsibly perform end to end project communication across the various levels in the organization.

Candidate Specification :

Skills :

- Knowledge of analytical tools such as R/Python/SAS/SQL

- Experience in handling complex data sources

- Experience in marketing analytics or customer analytics

- Dexterity with MySQL, MS Excel

- Strong Analytical aptitude and logical reasoning ability

- Good presentation and communication skills.

Preferred :

- Prior experience in customer segmentation and propensity models

- 2 - 3 years of experience in Financial Services/Analytics Industry/ecommerce

- Understanding of ecommerce businesses