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Hybrid CRM Analyst chez Cogent Bank

Cogent Bank · Lake Mary, États-Unis d'Amérique · Hybrid

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Description

Job Summary

A CRM (Customer Relationship Management) Analyst is a data-driven professional responsible for managing, analyzing, and optimizing the interactions and relationships that the Bank has with its customers. The CRM Analyst plays a vital role in enhancing customer satisfaction, loyalty, and lifetime value while contributing to the company’s overall business objectives. This position requires a blend of technical, analytical, communication and problem solving skills as well a strong understanding of sales strategies in order to be successful.  


Requirements

Responsibilities and Duties


CRM System Administration

  • Maintain and optimize the CRM platform 
  • Train new users on system and best practices
  • Support CRM database management, including data cleaning, deduplication, and integration with other business systems.
  • Collaborate with IT to troubleshoot system issues, implement upgrades, and ensure data security and compliance.

Data Analysis & Reporting

  • Collect, process, and interpret customer data from various sources (e.g., sales, marketing, support, web analytics).
  • Develop dashboards, regular reports, and presentations to communicate key metrics and actionable insights to stakeholders.
  • Measure campaign effectiveness, customer segmentation, and customer lifecycle performance.
  • Monitor KPIs such as customer acquisition, retention, churn, and engagement rates.
  • Analyze product sales and profitability.
  • Identify emerging patterns, trends, and opportunities for business growth.

Customer Journey Mapping & Segmentation

  • Map and analyze customer journeys to identify touchpoints and pain points across all channels.
  • Create and maintain customer segments for targeted marketing and personalized communications.
  • Develop models for lead scoring, up-selling, cross-selling, and customer retention strategy.

Stakeholder Collaboration

  • Partner with marketing, sales, customer support, and product teams to align CRM initiatives with broader company goals.
  • Serve as the CRM subject-matter expert, educating teams on best practices, data governance, training, and customer insights.
  • Participate in the design and execution of multi-channel campaigns and customer engagement programs.

Process Improvement and Best Practices

  • Review existing workflows and recommend enhancements to improve productivity and data accuracy.
  • Stay updated on CRM trends, tools, and best practices to ensure continuous improvement.
  • Assist in creating documentation and user manuals for CRM system processes and policies.

Ensures BSA compliance by reading and being familiar with the BSA/AML program/policy; following all BSA/AML/OFAC policies and procedures; and completing all BSA/AML/OFAC related online courses.


All other tasks, responsibilities, or duties, as directed by management.


Qualifications and Skills

  • Bachelor’s degree in Business Administration, Marketing, Information Systems, Data Analytics, or a related field.
  • 3 to 5 years of proven experience in CRM analysis, data analytics, or a similar analytical role.  Banking or financial services industries preferred.
  • Proficiency in using CRM platforms (FIS Connections, Salesforce, HubSpot, Microsoft Dynamics, etc.) and BI/reporting tools (Tableau, Power BI, etc.).
  • Solid understanding of data management, database structures, and data visualization techniques.
  • Excellent analytical, problem-solving, and critical thinking abilities.
  • Strong verbal and written communication skills, with the ability to present complex findings in a clear and compelling manner.
  • Attention to detail and a commitment to data accuracy and integrity.
  • Ability to manage multiple projects and deadlines in a fast-paced environment.
  • Curiosity and eagerness to learn about customer behavior and business strategy.


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