Analista Senior de Loyalty

Job Description

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.We’re a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.
MarketingWe’re a diverse team of Marketing professionals, spanning artistic and scientific expertise. We’re driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test and learn culture and collaborative style. All for the love of fashion. São Paulo Our São Paulo office is located in the heart of the city, a region full of cultural spaces and history. The office houses several different teams, from Operations to Technology. We have an auditorium where we can host presentations, lectures and fun activities!
São PauloOur São Paulo office is located in the heart of the city, a region full of cultural spaces and history. The office houses several different teams, from Operations to Technology. We have an auditorium where we can host presentations, lectures and fun activities!
The RoleYou will improve customer value and lifetime customer relationships by improving communication of the Access loyalty program and promotions aligned with Farfetch global. You will identify triggers and opportunities across the business through analysis to increase retention rate and orders per customers, driving insights for relevant areas.

What you’ll do

• Analysis of owned and market data, testing and structuring of available information about customers, monitoring campaigns to ensure performance and customers engagement.
• Measure, plan and organize the loyalty and promo initiatives across multiple areas and aligned with the global team, to drive revenue and increase retention. Understand customer’s journey and find out opportunities to be in contact with them during their life cycle in order to increase customers engagement, loyalty and sales;
• Work side by side with the Digital Marketing, Private Client, BI, Customer Success and CRM to drive relevant improvements by a customer-centric approach.
• You will be an important contact of the global retention team. You will adopt and adapt projects/activities according to the region's business particularities.
• You will work with BI to set up and act upon comprehensive Loyalty performance dashboards. Generate new reports and customer driven analysis.
• You will align the local CRM communication strategy (e-mail, push, SMS) with Global calendar, considering the specificities from the region. You also suggest specific communication for LATAM region.
• Analyze CRM channels (email and push) in order to increase revenue and customer retention for FARFETCH.
• Propose and implement improvements in performance of CRM channels, such as A/B testing, segmentation strategy, OR/CTR optimization, deliverability and re-engagement strategies.
• Furthermore, you will manage the briefing about those communications with local and global team, aligning content and targets to achieve the goal.

Who you are

• Passionate about engaging and understanding customer needs;
• Proactive with strong analytical and problem-solving skills;
• You have 3+ years marketing/analytics work experience;
• You speak fluent Portuguese and advanced English;
• Intermediate Excel skills (pivot tables, if, vlookup);
• You have a passion for the customer and understanding their needs, great technical depth, principled thinking, bold innovation, ease of interacting with different areas and a mentality of starting with the customer first.

Desirable

• Experience with e-commerce, loyalty programs and initiatives to increase customer engagement.
• You have experience delivering performance improvement programmes through an interdisciplinary team.
• You have experience driving positive customer loyalty results: purchase frequency, member acquisition, cross-sell/upsell, and retention.
• You have experience managing CRM communication channels, such as e-mail, push notifications, etc.

EQUAL OPPORTUNITIES STATEMENTFARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.