CRM Analyst
Catch.com.au, Australia
Job Description
We are currently looking for a CRM Analyst to join our busy team. The CRM Analyst is responsible for the frontline management and prioritisation of the Customer Help Centre on our website and all data aspects related to it.
You will analyse customers’ behavior and find opportunities to gather data to increase personalization of customer content.
This is a collaborative opportunity, working cross functionally across teams to develop content and manage the help center, while providing ongoing and ad-hoc reporting.
What you’ll be doing
Well no 2 days are alike at Catch but you could probably expect your day to include some of the following things:
- Identify, recommend, and implement quality and efficient improvements to CRM processes.
- Enhance personalized Help center on Salesforce for customer service business unit.
- Assist with the support and upgrade of the help center on regular basis for the customer service channel.
- Keep up to date with industry best practices and monitor competitor websites.
- Develop material and knowledge center articles to help educate and improve customer experience.
- Develop regular reporting using Google analytics, Salesforce reporting tool.
- Track and analyse workload across all customer service channel to improve customer experience, reduce contacts generation and improve self service.
- Data extraction using SQL queries and Google Analytics when required.
Requirements
The skills you'll have
- Experience working with Salesforce is a MUST!
- Experience working with a technical toolkit including (or similar) Google Analytics, SQL and Excel.
- Experience analysing omnichannel user behaviour, conversion data and customer journeys, funnel analysis and multi-channel attribution.
- Proven experience in report generation. The ability to translate data and insights into action.
- Proficient in using visualisation tools such as Tableau.
- E-commerce/ retail background advantageous.
- Customer Service center operations knowledge.
- Basic understanding for website Analytics and CMS is advantageous.
- Must be able to understand basic data structures, and Salesforce setup.
- Understanding of tools: SQL server, Salesforce cloud, Google analytics, Google tag manager
- Sound knowledge of Advance Excel and PowerPoint.
- Experience using Jira, Confluence.
- Ability to prioritise and thrive in a dynamic environment.
- Enthusiastic, keen to learn about customers and other business units and willing to share knowledge.
- Collaborating and working well with others.
Benefits
Join our team of Catchies
There has never been a more exciting time to join the Catch Team!!
Our people are at the heart of everything we stand for and will go above and beyond for our customers To be the trusted place where Australian’s start their shopping journey
We know that Drive and Passion are hard to generate when we are not feeling valued or having fun, so we make sure our Catchies are well looked after!
Working at Catch, you’ll experience:
- An organisation that is experiencing incredible growth
- Support and collaboration, not just with their immediate team, but with the broader organisation as well!
- An organisation that can flex, and truly supports work life balance
- Community Care Programs Supporting 1 charity per calendar month
- Unbelievable employee benefits like Club Catch, Kmart discount card, discounted gym membership, on site parking , in house learning and development, monthly lunches, parental leave programs plus loads more
Who are Catch?
Back in 2006, Catch set out to shake up Australia’s online retail landscape. We’ve come a long way since!
We’re not just one of the country’s top eCommerce players, with a proven track record of growth, an award-winning digital platform and second to none customer experience offering. Behind the scenes, we’re a world-class team of creatives, strategists, developers and innovators, and we’re on the hunt for like-minded people to jump on board.
We don’t play by the rules. We push boundaries. We think big. We stay curious and driven. Together, we embrace challenges and learn new things. All this, for one purpose: to provide our customers with an amazing online shopping experience, every day.
And we’re just getting started
At Catch, we welcome all applications and screen them without attention to race, age, beliefs, sex, orientation, gender identity and disability.