CRM Senior Specialist

About the Client

Our client is a leading consumer finance and digital lending organization that leverages data, analytics, and technology to deliver innovative financial solutions to millions of customers. As the business continues to expand its customer engagement capabilities, the organization is investing heavily in customer analytics, personalization, and lifecycle management to drive sustainable growth and enhance customer experience. This is an opportunity to join a highly data-driven environment and play a key role in shaping customer engagement strategies through analytics and insights.

About the Role

We are seeking an experienced CRM Senior Data Analyst to support the organization's customer lifecycle, engagement, retention, and revenue growth initiatives through advanced analytics and data-driven decision-making. This role will be responsible for analyzing customer, transactional, and behavioral data to generate actionable insights that improve CRM performance, customer segmentation, campaign effectiveness, and overall customer value.

The ideal candidate has strong experience in CRM analytics, customer analytics, marketing analytics, or business intelligence, with a proven ability to work with large datasets and translate complex findings into practical business recommendations. This individual will work closely with stakeholders across Marketing, Sales, Product, Risk, Technology, and Data teams to optimize customer journeys and improve business outcomes.

Work Setup: Hybrid (3 days onsite, 2 days work-from-home)

Qualifications

• Bachelor's degree in Analytics, Statistics, Mathematics, Computer Science, Economics, Business, Marketing, or a related field.
• At least 4 years of experience in CRM Analytics, Customer Analytics, Marketing Analytics, Business Analytics, Data Analytics, or similar analytical roles.
• Strong experience working with large and complex customer, transactional, or behavioral datasets.
• Hands-on experience using SQL and at least one programming language such as Python or R.
• Experience in customer segmentation, targeting, campaign analytics, customer lifecycle analysis, or retention analytics.
• Strong understanding of customer acquisition, engagement, cross-sell, retention, and customer value metrics.
• Ability to translate complex analytical findings into actionable business recommendations.
• Experience building dashboards and reports using Power BI, Tableau, or similar visualization tools.
• Strong stakeholder management, communication, and presentation skills.
• Experience supporting data-driven decision-making within highly analytical business environments.

Key Responsibilities

• Analyze customer lifecycle performance across acquisition, engagement, cross-sell, retention, and loyalty initiatives.
• Develop actionable insights and recommendations to improve customer engagement, retention, and profitability.
• Analyze large customer, transactional, behavioral, and campaign datasets to identify trends, opportunities, and business risks.
• Design and maintain customer segmentation frameworks using demographic, behavioral, and transactional data.
• Identify target customer groups for personalized CRM campaigns and lifecycle initiatives.
• Measure and evaluate CRM campaign effectiveness, including conversion, retention, engagement, and customer value metrics.
• Conduct post-campaign analysis and provide recommendations to improve future campaign performance.
• Analyze customer journeys and identify drop-off points, conversion opportunities, engagement gaps, and retention risks.
• Develop dashboards, reports, and analytical frameworks to support business decision-making.
• Partner with Marketing, Sales, Product, Risk, and Technology teams to translate business requirements into analytical solutions.
• Present insights and recommendations to senior stakeholders in a clear and business-oriented manner.
• Drive automation and process improvement initiatives to increase the efficiency of CRM analytics and reporting.
• Ensure customer data quality, governance, and compliance with data privacy and security requirements.

Preferred Backgrounds

Candidates with experience in any of the following areas are encouraged to apply:

• Consumer Finance
• Digital Lending
• Financial Services
• Banking
• Digital Banking
• FinTech
• E-commerce
• Customer Analytics
• CRM Analytics
• Marketing Analytics
• Business Intelligence
• Product Analytics
• Customer Lifecycle Management
• Customer Segmentation & Targeting
• Campaign Analytics
• Retention & Loyalty Analytics

Important Candidate Consideration

This role is best suited for professionals with hands-on experience analyzing customer behavior, campaign performance, customer journeys, and lifecycle metrics within highly data-driven organizations. Candidates should be comfortable working directly with large datasets, generating business insights, and influencing decision-making through analytics.

Profiles focused primarily on operational reporting, data engineering, software development, or general IT support, without substantial experience in customer, CRM, marketing, or business analytics, may not be the best fit for this opportunity.