Customer Insights Manager Seddiqi Holding Dubai

Seddiqi Holding is looking for an experienced Customer Insights Manager in Umm Al Sheif, Dubai, UAE, who will be responsible for designing data governance rules and data taxonomy for customer-related databases. Candidate will also be responsible for designing accurate reports and dashboards identifying consumer buying trends, problems as well as opportunities that assist operational and commercial decisions by turning data into insights to drive actions, reduce churn rates, enhance customer satisfaction, and repeat purchases to maximize customers’ lifetime value and optimize value optimize the effectiveness of direct marketing campaigns in compliance with privacy laws. This is a Senior level full time job. And salary can range between 15000-35000 AED/month.

Responsibilities of Customer Insights Manager

• Data Mining, Analysis & Reporting:
• Manages data mining activities with agencies to proactively identify business opportunities and recommendations. Convey them via presentations and written reports and gain internal support to act upon them this includes customer persona, archetypes.
• Generates various customer segmentation reports using entities like demographics, profitability, single v/s multiple ownerships. To improve personalization and effectiveness of marketing efforts.
• Translates the business problems into data mining problems with clear deliverables in order to support commercial operations. In resolving issues and meeting business targets on time.
• Design dashboards and statistical reports and recommendations to the Marketing Department for better customer understanding. To design strategies for up selling, cross selling, customer retention, and also to support various marketing initiatives.
• Customer Database Quality:
• Oversee the audits on all customer profiles edited or created at all branches, by using available tools and parameters. To ensure quality and accuracy of the data submitted and accordingly the reports generated for customer related decisions. This includes database enrichment, standardization, merging of duplicate customer records and recovery of overwritten records.
• Maintain clean & categorized customer database & act as Salesforce superuser to enrich the database in close coordination with the IT department
• Manages the CRM database hygiene and leads customer data visualization with dashboard and reports containing customer operational metrics as relevant to specific business units.
• Training and Operations:
• Increases awareness on the importance of accurate customer data by supervising trainings to improve CRM system adoption. Data collection and quality, to maximize information availability to support business needs and decisions.
• Supports CRM improvement projects and initiatives that positively transform the end-to-end experience at the brick-and-mortar operation.

Marketing Support & Campaigns Planning

• Supports the execution of market research activities by analyzing the research agencies’ methodologies, reporting and preparing guidelines for target market selection so the validity and accuracy of the output is ensured.
• Provides trends analysis and measures effectiveness of direct marketing initiatives and supports with database selection
• Proposes ideas for campaigns and identifies potential customers based on the study of consumers’ buying trends and market research reports so tailor made marketing strategies can be designed and implemented accordingly.
• Supervises the execution of direct marketing campaigns across email, SMS, WhatsApp and other channels and contributes to the design of automated triggers for operational communications and for customer journey optimization
• Creates and maintains primary database of “prospects” for various divisions from latent market sources, different websites and SMS responses to decrease dependency on third party database suppliers and increase direct marketing campaigns effectiveness in terms of response rate.
• Reporting:
• Oversee Campaign Analysis reports highlighting the ROI and response rates of every direct marketing campaign by combining results from different applications in order to measure campaign effectiveness and help the division in tracking follow-up from the sales team or identifying missed responses that can be reactivated.
• Design final reports shared with decision makers for incentive calculations where applicable to non financial KPIs
• Analyzes and presents the correlation between different customer satisfaction results and general satisfaction. To assist the divisions in identifying the moments of truth in customer experience and working on perfecting them.

Requirements for Role of Customer Insights Manager

• Bachelor’s Degree in marketing, business administration, statistics, economics, psychology, or a related field.
• 5-8 years job related experience.
• Minimum 3 years of experience with team management
• Experience in database management and analysis, preferably in a Direct Marketing / CRM agency or in a CRM department of a diversified conglomerate.
• Experience with Saleforce Data cloud is a must.

Skills And Knowledge Desired

Strong command over statistical techniques (like; trend analysis, hypothesis testing, correlation, regression, and probability and population distributions).

Senior Executive Customer Experience Seddiqi Holding Dubai