What are the responsibilities and job description for the Client Analyst, LATAM position at Cartier?
Client Analyst, LATAM
The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000 colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
MAIN PURPOSE
The Client Analyst will take a collaborative approach working alongside the CRM Manager CRC/E-com and CS Manager. As well as all other departments within the offices. Exchanging and sharing best practices monthly with Mexico on any client and data action.
The Client Analyst will support across different CRM platform functionalities which include the use of Booster/Dare/Salesforce/Marketing cloud.
This individual is also responsible for building, deploying, and maintaining data support, looker tools, and definitions for database file/table creation.
KEY RESPONSIBILITIES
Client database development and maintenance:
- Manage External Boutique and Specialists client databases on Booster (LAC and BRA) and Dare.
- Manage E-commerce database on SAP (LAC).
- Manage internal boutiques database on SAP.
- Manage IT issues and make sure issues are resolved in a timely manner.
- Manage operational side of the clienteling application of the Maison.
- Help our partners to build/clean and segmenting their databases in compliance with the CRM guidelines.
- Work closely with the Boutiques, Specialists and Cartier International to ensure both parties’ privacy policies are respected with regards to sensitive client information.
- Make sure all privacy policies are being respected.
Performance Analysis:
- Design functional, easy-to-understand reports and dashboards for each network with tools like Looker.
- Assist in the design of databases to ensure interoperability with SAP solutions.
- Recommend specific actions and coordinate implementation of action plans based on performance analysis.
- Partner with department leaders to provide ongoing reporting and analysis of business metrics to inform and support the region business decisions.
- Yearly client profiling analysis project for LAC and BR.
Reporting(CS/CRM Digital):
- Responsible for any C.R.M.-related reporting to the International C.R.M. team and CRM manager ( including Data Cloud, Service cloud reports).
- Developing reports to measure KPI’s and monitor ROI resulting from C.R.M. initiatives/events (G.O.A.L, Target, MYC app and overall events).
- Provide relevant analysis, trimestral client performance monitoring and reports for all channels and yearly client profiling.
- Share best practices.
Trainings & Seminars:
- Responsible for communicating and training database and segmentation strategies and analysis findings to our partners via oral presentations during retail seminars (boutiques and specialists).
- Responsible for communicating databases analysis and practices via oral presentations to clients during any and retail seminars.
Booster/SAP/other apps:
- Feedback on how to improve the C.R.M. and CS section of Booster, looker etc.
- Booster app updates and issues management
- SAP E-Card trouble shooting.
JOB PROFILE
- Bachelor’s degree in business or similar.
- 2-3 years within analytical work experience.
- Proficiency with data visualization tools such as Looker.
- Full proficiency in Excel
- Ability to think strategically, and interpret data trends.
- Detail oriented, with high organizational skills.
- Fluent in English and Spanish required- speaking, reading, and writing.
- Outstanding interpersonal skills and written communication skills.
- Dynamic with team spirit to coordinate with other departments.
- Strong analytical skills with the ability to apply business strategy to data analysis and communicate impact to business leaders.
