CRM Analyst

Big Lots Columbus , OH 43216

Posted 3 weeks ago


The CRM Analyst is responsible for overall execution of CRM campaigns, loyalty segmentation, test & control execution and customer and segment level analytics. A customer-centric approach to relationship building is essential.
1.Driving overall CRM / Rewards segmentation, inclusive of ensuring customer segments are included in weekly Rewards campaigns, creating segments, control groups and overall execution of Rewards emails.
2.Assists in publishing monthly CRM Analytics dashboard.
3.Lead in ensuring appropriate segments are included in non-Rewards emails, i.e. testing segments, integration of new behavioral segmentation.
4.Identify and track "lift" from CRM campaigns.
5.Prepare cross-sell, basket and attachment reporting for Marketing and Merchandising organizations.
6.Leverage multiple systems to perform duties, inclusive of Email ESP (SalesForce), APT (test & learn), CSE (customer care) and internal systems / platforms.
7.Extensively leverage SQL to access raw data from our customer, transaction and loyalty databases.
8.Co-partner with team lead/VP to identify new channels to reach Jennifer in our quest to provide her with the best overall experience.
9.Develop & execute customer-facing surveys via Survey Monkey and Salesforce email platform.
10.Lead key reporting initiatives inclusive of cohort analysis for new Rewards sign ups, store closing retention reporting & migration reporting.
11.Lead on core CRM testing execution i.e. creating segments, control groups, segment ID's, ensure mapping to APT (test & control tool) and core analysis.
12.Lead on data transfers to 3rd parties via CDP (i.e., customer files, feeds, transaction data).


1.Minimum 3-5 years CRM, Loyalty or digital CRM experience.
2.BA/BS Marketing, Business, Statistics, Mathematics or related is required. MBA preferred.
3.Working knowledge of segmentation, statistical analysis, retail and marketing metrics and analytics.
4.Proficient MS Office skills.
5.Proficient in SQL.
6.CRM software experience inclusive of APT, Tableau, Saas campaign management tools preferred.
7.Web, database software / tools.
8.Excellent communication skills. Must thrive in collaborative, fast-paced environment, with close partnerships with digital, finance, marketing and merchant teams.
9.Salesforce Marketing Cloud experience.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

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CRM Analyst

Big Lots