Head of Customer Analytics



ΠΕΡΙΓΡΑΦΗ ΘΕΣΗΣ ΕΡΓΑΣΙΑΣ

We are looking for a Customer Analytics Head aiming at focusing on Customer Base analysis through customer behavior, life time value, churn and retention rate parameters. 
 
Role Responsibilities

Reporting to the Deputy Marketing & Business Development Manager, the Head of Customer Analytics will be primarily responsible for:  

  • Managing the insurance portfolio and a 500.000+ customer base
  • Coordinating the Customer Life Cycle Strategy to deliver Marketing objectives & drive profitability
  • Supervising the CRM Specialist with regards to the design and implementation of the product campaigns and direct marketing activities, including direct mail, email, viber & sms activations, etc.
  • Performing the CRM Campaigns Impact Evaluation (ROI, Activity, Frequency, Spend etc.)
  • Monitoring the Customer Base Performance through Power BI
  • Conducting analysis-segmentation to create exploitable customer groups and making informed decisions on “next best product” campaigns
  • Tracking and making behavior analysis of customer portfolio
  • Identifying and driving cross and up-selling opportunities for multiple products
  • Designing and managing anti-attrition policies and actions to maintain and develop customer base
  • Networking with internal and external business stakeholders to grow the portfolio
  • Developing business knowledge to effectively anticipate and define opportunities to apply business intelligence and analytics solutions to improve business outcomes
  • Strategic monitoring of customer base, setting standards and making suggestions for improving Customer/Business Intelligence systems
  • Continuously pursuing and mastering new business intelligence skills to help increase the analytical “IQ" of the organization

Knowledge, Skills & Experience

  • Bachelor’s degree in a related discipline (MIS, Marketing, Statistics, Mathematics). Master’s degree will be considered as an advantage
  • At least 5-6 years of relevant experience (experience in the Financial Sector will be considered a plus)
  • Knowledge and usage of SQL Server and IBM SPSS Modeler & Statistics. Familiarity with CRM & Campaign Management tools (e.g. Salesforce)
  • Excellent verbal / written communication and presentation skills
  • Strong analytical and problem-solving skills
  • Results orientation and ability to initiate actions
  • High degree of attention to detail
  • Ability to work with senior level
  • Fluent English is essential

What we offer

Our goal is to attract the best of the best and to ensure that our people enjoy their work environment. Thus, we offer our employees a variety of benefits:

  • The opportunity to work in a leading multinational insurance company with prominent positioning in the local market
  • A competitive compensation package relevant to qualifications
  • Health Insurance plan
  • Continuous training and development opportunities