Job summary

Job Ref:
BEE Position:
Johannesburg, South Africa, Africa
Job type:
Full time

Consumer Insights Analyst

* There have been 33 Applications for this position
* This job opening has been viewed 582 times
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About this job

Our client is seeking an analytical self-starter with decisive judgment and a strong commercial acumen, who has an inquisitive mind and enjoys working on data-driven solutions for a (Retail/FMCG/Luxury) consumer business.

Reporting to the Marketing Manager assist in the development and implementation of a Customer Insights strategy. Initiate CRM activities in order to increase customers’ consumption and build loyalty.

Responsible for producing automated reporting and analytical solutions to support business operations and business strategy.

Target and optimize all direct marketing actions through database segmentation and perform return on investment analyses. Understand client behaviour and consumption patterns across all channels in order to plan and anticipate trends through statistical analysis of the customer base and commercial figures.

Key Result Areas:

  • Develop CRM strategy taking into account Global/Regional/Local direction and market business needs in conjunction with mkt manager
  • Develop KPIs to reflect customers' behaviour, attrition rates and consumption levels and reporting on monthly basis
  • Internal communication to relevant internal and external stakeholders of all CRM projects
  • Support local & international CRM projects
  • Leverage data to gain a deeper understanding of our existing customers and to develop customer led insights
  • Develop programs to promote loyalty of customers to drive consumption across all channels
  • Manage the lifecycle process of all segments of customers.
  • Provide customer segmentation profiles to aid targeted campaigns with an objective to improve consumption and reactivate churned customers.
  • Identify customers most at risk of attrition and initiate programs to win them back
  • Develop and deliver effective communications, promotions and product offers to customers, in conjunction with all channels
  • Deliver customer insights and recommendations with the objective to increase customers lifetime value
  • Advise on customer acquisition and retention strategies based on customer behaviour           
  • Communicate customer retention programs to internal stakeholders
  • Develop and deliver effective communications to our prospective customers, in conjunction with all teams
  • Campaign Management, Measurement and ROI
  • Define database selection for diverse marketing campaigns, based on customer profiling and international segmentation guidelines
  • Evaluate customer communication and activities in terms of effectiveness and profitability
  • Post evaluation / analysis of all communication, promotion and product deals.
  • Leverage all corporate tools and research at the Global/Regional/Local level to translate all consumer insights into actionable strategy and competitive advantage for South Africa
  • Lead Customer Segmentations adaptation and implementation at market level together with Marketing Manager and relevant agencies (media, performance, market research)


Skills Required


  • University degree preferably in Marketing and/or Business (preferably statistics or mathematics)

Essential Experience

  • Proven and successful background developing customer insights campaigns across a large database of customers
  • Experience in CRM position for 4-6 years
  • Knowledge and experience of at least one statistical/data mining tool e.g. SPSS, SAS, SQL
  • Experience in big data reporting packages will be an added advantage (e.g. PowerBI/ Qlikview/ Tableau)
  • Advanced knowledge of MS office
  • Understand the business environment, market intelligence, consumer behaviour and trends
  • Understand customer flow in omni-channel setting
  • Deep knowledge of customer relationship management
  • Knowledge of global CRM framework, strategies and guidelines
  • Knowledge of CRM
  • Knowledge of windows IT environment
  • Extensive knowledge of e-commerce platforms

Due to a very high number of applications we are unable to respond to every candidate with feedback. If you do not hear from us within 7 days, please assume that you have been unsuccessful on this occasion. Please keep checking our website as new roles will be updated regularly. Pollock & Associates wishes you all the best in your search for a new career opportunity.



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