About Company
Guinness Nigeria Plc is a leading producer and distributor of alcoholic and non-alcoholic beverages in Nigeria. We are committed to brewing quality products and creating a dynamic work environment for our employees. We are passionate about our consumers and constantly seeking ways to improve their experience.
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Job Description
We are seeking a highly analytical and data-driven Customer Journey Analyst to join our growing team. The successful candidate will be responsible for analyzing customer interactions across all touchpoints to identify areas for improvement and optimization. This role requires a strong understanding of customer behavior, data analysis techniques, and a proven ability to translate data insights into actionable strategies. You will collaborate closely with marketing, sales, and product teams to enhance the customer experience and drive business growth. This is a challenging but rewarding role for someone who enjoys working with data and has a passion for improving customer satisfaction. The ideal candidate will be a self-starter, detail-oriented, and possess excellent communication skills. The position requires a deep understanding of the Nigerian market and consumer behaviors within the FMCG sector.
Key Responsibilities
- Analyze customer data from various sources (e.g., website analytics, CRM data, surveys) to identify trends and patterns in customer behavior.
- Develop customer journey maps to visualize the customer experience across all touchpoints.
- Identify areas of friction and opportunity within the customer journey.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Track and measure the effectiveness of customer journey optimization initiatives.
- Collaborate with cross-functional teams to implement improvements.
- Present data insights and recommendations to stakeholders.
- Stay abreast of the latest trends and technologies in customer experience management.
Required Skills
- Strong analytical and problem-solving skills
- Proficiency in data analysis tools (e.g., Excel, SQL, statistical software)
- Experience with CRM systems
- Excellent communication and presentation skills
- Experience in customer journey mapping
- Understanding of marketing and sales principles
- Experience working with large datasets
Preferred Qualifications
- Bachelor's degree in a relevant field (e.g., Marketing, Business Analytics, Statistics)
- 3+ years of experience in a customer journey analyst role or similar position
- Experience working in the FMCG industry
- Master's degree in a relevant field
Perks & Benefits
- Competitive salary and benefits package
- Opportunities for professional development and growth
- Dynamic and collaborative work environment
- Health Insurance
- Pension Scheme
How to Apply
Click on the link below to apply for the job. We look forward to reviewing your application!
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