Senior CRM Analyst

Role Overview

• Lead strategic CRM projects, collaborating with cross-functional teams and other areas of the company.
• Develop and implement customer loyalty and retention programs.
• Create and maintain the customer lifecycle communication framework, defining contact points and actions at different stages of the customer lifecycle.
• Identify opportunities to improve the customer experience and increase personalization of interactions based on CRM data.
• Collaborate with marketing teams to develop personalized, segmented campaigns based on CRM insights.
• Monitor and analyze the performance of CRM initiatives, identifying areas for improvement and making recommendations for optimization.
• Ensure CRM data integrity and quality by implementing data cleansing and validation processes.
• Stay up to date on CRM and marketing trends and best practices, applying that knowledge to drive innovation and increase the effectiveness of CRM strategies.
• Govern Salesforce and Sales Cloud platforms, ensuring proper implementation, administration, and optimization of available resources.
• Develop and optimize a multi-platform communication cadence focused on conversion, ensuring effective use of different channels and approaches.
• Optimize CRM workflows by reviewing integrations with other systems to improve efficiency and data synchronization.
• Conduct A/B tests to refine and optimize campaigns, evaluate the impact of variations, and implement improvements based on results.
• Map the customer journey and touchpoints to understand customer needs and expectations at different lifecycle stages.
• Integrate data in partnership with the data team, ensuring the unification and consistency of information across systems and platforms.
• Implement multichannel journeys for different stages of the lead and customer lifecycle, providing a personalized and consistent experience across touchpoints.
• Study competitors, the market, and new ways to enhance customer relationships and lead acquisition, seeking opportunities for innovation and differentiation.
• Operate Salesforce platforms, including creating and sending emails, segmenting the database, creating automations, and managing workflows.
• Create purchase and return forecasts, prepare financial feasibility plans, and monitor data to evaluate the performance of CRM initiatives.
• Manage the backlog and validate deliveries from Salesforce partners, providing support and training to the sales team.
• Contribute insights to improve digital marketing campaign performance, explore new ways of negotiation, and educate new customers to drive growth of the customer base and company revenue.

Requirements

• Bachelor's degree in Administration, Marketing, or a related field.
• Intermediate knowledge of CRM and basic analytical skills.
• Experience with Salesforce, RD, Braze, Oracle, etc.
• Knowledge of segmentation and data analysis.
• Knowledge of A/B testing and campaign optimization.

Tech Stack

• Cloud
• Oracle

Benefits

• Meal allowance (meal voucher)
• Transportation voucher
• Health insurance with co-pay
• Casual dress code
• TotalPass
• Life insurance
• Birthday voucher for the employee of the month to celebrate in style!