Job Overview
- Experience Level
- +3 years
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Cairo
- Job function
- Data Analysis
- Application Deadline
- 14 June 2025
About the Role
Job Purpose:
The analyst will support the program by managing customer recruitment for, ensuring visit acceptance, and communicating feedback to stores. This role plays a critical part in connecting stores and shoppers, ensuring smooth execution and alignment with program goals.
Accountabilities (but not limited to):
Recruitment:
• Identify and recruit suitable customers to participate as shoppers.
• Maintain a pool of diverse shoppers to cover all target markets and demographics.
Visit Scheduling:
• Create and manage the schedule for shopping visits across the MENA region.
• Coordinate with shoppers and stores to ensure timely execution of visits.
• Monitor visit completion and reschedule missed or delayed visits.
Visit Coordination:
• Confirm shopping visits, ensuring shoppers understand program requirements and expectations.
• Verify visit completion and provide support to mystery shoppers as needed.
Feedback Communication:
• Act as a liaison between stores and the program, ensuring timely communication of visit feedback.
• Address store concerns related to mystery shopping results and escalate unresolved issues to the CX Metrics Manager.
Data Management:
• Maintain accurate records of shopper profiles, visit details, and feedback communications.
Problem Resolution:
• Address scheduling conflicts, delays, or other issues that arise during the execution of visits.
Competencies – Functional (job specific):
· Strategy: Foundational understanding of CX strategy to support the development of meaningful insights and recommendations.
· Project Management: Ability to manage smaller tasks within larger projects, such as preparing detailed CX reports and tracking progress.
· Communication & Negotiation Skills: Clear and concise communication skills to share insights with managers and collaborate with peers.
· Consulting Background: Basic analytical and problem-solving skills to suggest actionable insights based on customer data.
· Research Skills: Strong research capabilities to gather, analyze, and interpret customer feedback and performance data.
Requirements
Qualifications:
Bachelor’s degree in Business, Marketing, or a related field.
2-3 years of experience in customer experience, retail operations, or program coordination.
Proficient in English and Arabic.
Use of Technology:
· Microsoft Office.
· Data Analysis: Excel, SQL (for analyzing and processing data).
· Visualization Tools: Tableau, Power BI (for creating actionable reports).
· VoC Platforms: Medallia, Qualtrics (for gathering and interpreting feedback).
· CRM Systems: Salesforce, HubSpot (for customer relationship tracking).
· Mystery Shopping Tools: Shopmetrics, Sassie Mystery Shopping (for analyzing mystery shopping outcomes).
General Abilities:
· Strong communication, organizational skills and analytical thinking.
· Experience in recruiting or coordinating teams.