The CRM Analyst III drives data-informed decision-making to optimize customer relationship strategies. By delivering actionable insights, enhancing data quality, and supporting precision-targeted campaigns, this role ensures that CRM initiatives maximize customer engagement, loyalty, and revenue growth. As a senior individual contributor, you will lead complex segmentation and predictive modeling initiatives, mentor junior staff, and translate advanced insights into strategic recommendations that maximize customer lifetime value.
Key responsibilities
- Customer Data Analysis: Analyze large datasets from CRM platforms to identify customer behaviors, lifecycle stages, attrition risks, and revenue opportunities.
- Campaign Strategy Support: Partner with marketing, sales, and service teams to develop data-driven campaign strategies focused on acquisition, retention, upselling, and win-back efforts.
- Performance Measurement: Define KPIs for CRM initiatives and build dynamic dashboards to track campaign performance, customer engagement metrics, and revenue attribution.
- Segmentation and Targeting: Conduct in-depth customer segmentation and predictive modeling to enable hyper-targeted, personalized communications.
- Data Quality Management: Lead initiatives to audit, clean, deduplicate, and enrich CRM data, ensuring analytical outputs are based on accurate and complete information.
- Optimization and Testing: Design and execute A/B and multivariate tests to validate campaign hypotheses, continuously optimizing customer journeys based on empirical findings.
- Reporting and Insights: Create comprehensive post-campaign analysis reports with actionable recommendations to improve future campaigns and customer experiences.
- Collaboration and Enablement: Work cross-functionally with internal departments (Sales, Online, IT, Risk) and external technology providers to enhance CRM capabilities and integrate new data sources.
Qualifications
- Education: Bachelor's degree in data analytics, business, marketing, statistics, computer science, or a related field (Master's degree is a plus).
- Experience: Minimum of 4 years of experience working in an analytical environment.
- Technical Skills: Coding knowledge regardless of language, with specific proficiency in basic-to-intermediate SQL (including data extraction, manipulation, cleaning, and executing JOIN operations).
- CRM Systems: Familiarity with navigating and managing CRM system functionality (e.g., Salesforce, HubSpot, Dynamics 365) and understanding major modules like Sales, Service, or Marketing Cloud.
- Core Competencies: Systematic problem-solving abilities, high attention to detail, and a highly organized analytical mindset.
- Communication: Excellent communication skills with the ability to clearly document technical processes, present insights to team members, and effectively interact with senior management.
- Language: Fluent in spoken and written English.
