senior crm analyst (b2b)

We at Nova are a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for a vibrant and fast-thinking Senior CRM Analyst (B2B) to be part of our successful team in our Enterprise Solutions & Business Performance Team.

You have a challenging mission for:

enhance customer segmentation, revenue analytics, and campaign management, driving improved customer engagement, retention, and revenue growth.

Key Responsibilities:

• Data Management & Customer Segmentation:
• Segmentation: Categorizing customers based on criteria such as industry, business size, ARPA, geographical area, and services used.
• Customer Profiling: Collecting and analyzing usage data, ticket history, contract history, and engagement with the company.
• 360° Customer View: Creating a comprehensive view of each customer, including services, billing, usage, support tickets, and communication history.
• Revenue & Usage Analytics:
• Revenue Analysis: Analyzing revenue by corporate account and developing strategies for improvement.
• Usage Analysis: Understanding service usage and optimizing pricing strategy.
• Churn Prediction Models: Predicting potential customer churn through analysis of usage patterns and payment behavior.
• Campaign Management & Personalization:
• Automated Campaigns: Creating and executing targeted campaigns (e.g., contract renewals, new service proposals).
• Predictive Analytics for Cross/Up-Selling: Using analytics to offer personalized services based on usage behavior, product preferences, and customer profiles.
• Customized Solutions: Integrating tailor-made solutions to enhance customer value and promote new technologies aligned with business needs.
• Multichannel Campaigns: Managing communications through email, SMS, push notifications, and direct account management meetings.
• Campaign Tracking & ROI Analysis:
• Engagement Metrics: Analyzing open rates, click-through rates, and conversion rates.
• Revenue Impact: Analyzing the impact of each campaign on ARPA, ARPU, and overall revenue.
• Churn Reduction Impact: Measuring the contribution of campaigns in reducing customer churn.
• Analysis & Reporting:
• Product Reporting: Generating reports on service consumption, costs, and performance.
• Customer Health Scoring: Predicting the likelihood of customer churn.
• Customer Experience: Providing insights for improving the customer experience and enhancing collaboration, collecting, and analyzing customer feedback.
• Contract & Billing Automation:
• Contract Lifecycle Management: Managing contracts, renewals, and billing adjustments through the CRM system.
• Customized Pricing Models: Managing dynamic pricing for large corporate clients.
• Account Manager Activity Tracking & Performance Analysis:
• Meeting & Visit Tracking: CRM integration with mobile apps for automatic tracking of meetings and visits.
• Interaction Scoring: Analyzing qualitative data from meetings (feedback, interest in new services).
• Meeting Evaluation: Correlating meetings with revenue growth/customer retention.
• Task Automation: Scheduling follow-ups, reminders, and automated notifications for contract expirations, open tickets, etc.

Main Requirements:

• Bachelor’s degree in Business Administration, Finance or a related field.
• Proven experience Two (2) to five (5) years
• Knowledge of HTML, CRM systems and tools (like CMS Wordpress, Jira, Acoustic, Salesforce, Marketo, “Exact Target” or Optimove), M365
• Strong organizational and time management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office Suite.
• Ability to handle sensitive information with discretion.
• Good knowledge of English language. 

What We Offer:

• Bonus Scheme to celebrate your achievements.
• Wellness programs to keep yourself fit.
• Mobile voice and data to talk.
• Discounts on Nova Fixed / Mobile / TV for you, friends, family.
• Private Insurance program to check up your health.
• Toddlers allowance to daycare your kids.