AF24720 - Customer Insights Manager | Group Marketing

Department: Services
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 31-Oct-2016

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.


Al-Futtaim Group Divisions include Al-Futtaim Travel, GMASCO, and shared services for IT, Finance and HR. Audit, Legal, Treasury and Investment Management are also managed at a Group level.

About the Position:

Based in our Dubai Head Office at Festival City and reporting into the General Manager - Group CRM, the objective of the role is to contribute to the Group’s CRM strategy, with a strong focus on delivering data analysis and actionable insights to support all Group Brand stakeholders

The main responsibilities of this role are outlined below:

• Identify opportunities to drive customer value through CRM activities at Group level
• Provide a detailed and complete understanding of customer bases  across all Group Brands leveraging the new Group CRM Platform and the Single View of the Customer (Hybris Marketing Platform)

• Provide Corporate Marketing and business units with models (both segmentation and propensity) to aid targeting and understanding of customer behavior across businesses and Brands.
Own the delivery of insight and business intelligence which are cross-divisional, making recommendations to divisions and brands, for them to implement
• Review customer data for trends, patterns and casual analysis to assist Brand and Divisions in understanding customer behavior cross brand and divisions  • Advise business units of appropriate marketing actions based on the relevant information to ensure maximum Return on digital campaign investment, in collaboration with division marketing team

• Propose appropriate and common measurement methodologies across the Brand and Divisions to understand digital campaign performance and implement for corporate digital campaigns 
• Perform and support marketing campaigns analysis to determine business impacts and Design, enhance, and distribute marketing reports that clearly communicate campaign and/or business results, for corporate campaigns
• Identify data quality issues in the CRM DB and address the data cleansing actions that will be managed and executed at Division/Brand level 


About You:

We require the below industry experience:
Previous experience from working as a data analyst with focus on CRM and Customer Analytics
• Mathematics and/or Statistics Bachelor’s degree or higher with at least 3-5 years previous work experience within Insight CRM space and 3-5 years in a Consulting or Market Research Agency
• Strong understanding of data mininig techniques, statistical concepts and predictive modelling. (e.g., neural networks, multi-scalar dimensional models, logistic regression techniques, machine-based learning)
• Experience with Big Data technologies (eg. Hadoop, Cassandra, Hive, Pig, Impala, Parquet, etc.) and large Data Warehouse implementation (Oracle, Teradata, GreenPlum, SAP Hana, Netezza TF)
• Experience in Reporting architectures (eg. SAS, MicroStrategy, Oracle, SAP BO, Pentaho, Tableau and Cognos)
• Experience with predictive analytics tools (eg. SAS, SPSS, MATLAB)
• Experience in CRM Modeling, Analytics & Campaign Execution (eg. MS Dynamics, SAS, Unica, Teradata, Oracle)
• Expertise with the Microsoft Office suite (including advanced Excel skills with embedded Pivot Tables & Macros; advanced PowerPoint usage for storyboard design and presentation)

• Familiarity with marketing disciplines and particularly CRM to aid understanding and delivery of business objectives.
• Passion for Analytics
• Understanding of business financials, ROI & profitability
• Ability to present complex information in simple terms with clear recommendations based on data insight 
• Maintain a good knowledge of relevant analytical and statistical techniques

• Maintain a good technical knowledge of SAS, SPSS and other analytical and modelling software.
• Ability to work in a fast paced environment, adapt easily to changing situations and demonstrates flexibility in juggling priorities
• Problem solver with a can do attitude
• Strong customer focus mentality
• Teamwork


Note: you will be required to attach the following: 1. Resume/CV
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.