WATT + VOLT, a MYTILINEOS company, the leading private energy company in Greece, is currently seeking to hire a CRM Analyst who will be responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, and Consumer Relation strategies (or implementing improvements to the CRM processes, proposing methods to acquire and retain customers and participating in growth campaigns).

Responsibilities

• Building, maintaining and evaluating Life Cycle Management Campaigns through all touch points (Retail/ Telemarketing/ Customer Care/ SMS/ Whats App)
• Assisting in reducing churn metrics and increasing multi product penetration and NPS to the customer base
• Assisting in achieving an omnichannel experience to our customers base (CC/ Bots/ Chat)
• Creating Customer Base KPIs in order to reduce churn and increase NPS and Customer Base net adds
• Monitoring operational KPI's and performance metrics about customer experience and building bonus scheme models to achieve the appropriate Team efficiencies
• Administer the day to day of our CRM, including but not limited to, creating accounts and login credentials, reports and dashboards, as well managing workflows and marketing activity integrations
• Working closely with our sales and marketing departments to define and document opportunities to enhance the platform and its integrated systems
• Proactively engage on continuous improvement efforts and coordinate the evaluation, scope and completion of new development requests

• BSc in Mathematics, Statistics or Computer Science
• MSc in Business Administration will be considered an asset
• Working experience up to 3-4 years in Customer Base Management/ Data Mining / Campaigning field
• Working experience in Energy, Telecommunications or Banking sector, will be considered an asset
• Experience with CRM and Reporting applications
• Experience in working with large datasets
• Very good knowledge of relational databases (SQL etc.) and IBM Modeler (or other datamining tool)
• Excellent knowledge of MS Office
• Excellent command of the English language, both written and oral
• Highly analytical and numerical skills
• Strong interpersonal and active listening skills
• Excellent organizing, structuring and planning skills
• Ability to handle multiple tasks simultaneously
• Ability to work independently and as part of a team

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