Analyst - CRM & BI (Microstrategy)

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31.6 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD). HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively. MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers. Website: https://www.metro-gsc.in Company Size: 1000-1100 Headquarters: Pune, Maharashtra, India Type: Privately Held Inception: 2011 Job Description Role Overview As a CRM & BI Expert at METRO GSC, you will play a key role in supporting METRO’s global customer relationship management and business intelligence initiatives. You will support the shift toward data-driven, automated CRM by analysing data, generating insights, and providing actionable recommendations to improve commercial performance. This position requires strong analytical skills, attention to detail, and the ability to work collaboratively across teams and countries. As a CRM & BI Expert – Customer Analytics at METRO GSC, you will play a key role in driving data-driven customer engagement and commercial decision-making across METRO’s international markets. You will work closely with CRM, Marketing, Data Science, BI and country teams to analyze customer behavior, evaluate marketing campaigns, develop dashboards and reporting solutions, and translate complex customer data into actionable business insights. The role combines Customer/CRM Analytics, Advanced SQL & Big Query, BI reporting and marketing analytics, with opportunities to support automation and customer communication initiatives across multiple countries. Key Responsibilities: • Analyze large customers, marketing and transactional datasets across METRO markets to identify trends, customer behavior and business opportunities. • Perform customer segmentation, CRM analytics and campaign performance analysis to optimize customer engagement and marketing effectiveness. • Integrate and analyze data from multiple sources to create a holistic, cross-channel customer view. • Develop and maintain BI dashboards, reports and visualizations to support business and management decision-making. • Conduct complex ad-hoc analyses and translate findings into actionable business recommendations. • Support loyalty, tier-based rewards, membership, upselling and cross-selling initiatives through data-driven insights. • Collaborate with country CRM/Marketing, Data Science and other cross-functional teams to deliver analytical solutions and support business requirements. • Ensure data quality, accuracy and process documentation, while identifying opportunities for automation and continuous improvement. CRM & BI Expert Job Description As a CRM & BI Expert – Customer Analytics at METRO GSC, you will play a key role in driving data-driven customer engagement and commercial decision-making across METRO’s international markets. You will work closely with CRM, Marketing, Data Science, BI and country teams to analyze customer behavior, evaluate marketing campaigns, develop dashboards and reporting solutions, and translate complex customer data into actionable business insights. The role combines Customer/CRM Analytics, Advanced SQL & Big Query, BI reporting and marketing analytics, with opportunities to support automation and customer communication initiatives across multiple countries. Key Responsibilities: • Analyze large customers, marketing and transactional datasets across METRO markets to identify trends, customer behavior and business opportunities. • Perform customer segmentation, CRM analytics and campaign performance analysis to optimize customer engagement and marketing effectiveness. • Integrate and analyze data from multiple sources to create a holistic, cross-channel customer view. • Develop and maintain BI dashboards, reports and visualizations to support business and management decision-making. • Conduct complex ad-hoc analyses and translate findings into actionable business recommendations. • Support loyalty, tier-based rewards, membership, upselling and cross-selling initiatives through data-driven insights. • Collaborate with country CRM/Marketing, Data Science and other cross-functional teams to deliver analytical solutions and support business requirements. • Ensure data quality, accuracy and process documentation, while identifying opportunities for automation and continuous improvement. Skills & Competencies: • Advanced SQL & BigQuery: Strong hands-on experience with SQL, including complex joins, CTEs, window functions, aggregations and query optimization; experience working with large datasets. • Customer & CRM Analytics: Strong understanding of customer behaviour, segmentation, campaign performance, customer lifecycle and marketing analytics. • BI & Data Visualization: Proficiency in BI reporting and dashboard development; experience with Power BI/ MicroStrategy/ QlikView is an advantage. • CRM & Marketing Technology: Exposure to Adobe Journey Optimizer, Adobe Campaign, Salesforce Marketing Cloud or CRM/marketing automation platforms is an advantage. • Analytics & Automation: Experience with Python, reporting automation and processing/transformation of large datasets is an advantage. • Business & Stakeholder Management: Ability to translate business requirements into analytical solutions, communicate insights clearly and work effectively with international, cross-functional stakeholders. • Personal Competencies: Strong analytical and problem-solving mindset, structured approach, attention to detail, proactive attitude, strong communication skills and ability to manage multiple priorities. Bachelor’s or Master’s degree in Business, Economics, Statistics, Data Analytics, Marketing, Computer Science or a related field. • 4-6+ years of relevant experience in Customer Analytics, CRM Analytics, Marketing Analytics, BI or related commercial analytics functions. • Strong hands-on experience in Advanced SQL, BigQuery and customer/marketing data analysis. • Experience working with large datasets, BI reporting and dashboard development. • Experience working with international / multi-country stakeholders is an advantage. • Experience in Retail, FMCG, Wholesale or E-commerce is preferred. • Strong professional English communication skills.