CRM Analyst (BI / Business Processes)

Working within the central CRM team, this role will leverage strong project management, communication, analytical and problem-solving skills to deliver trusted, high-quality Sales and Marketing CRM processes and reporting solutions. These solutions will support the delivery and optimisation of a global CRM ecosystem/programme to increase customer experience and business performance across the end-to-end sales funnel.

This role will work closely with data & analytics specialists within the function to promote data-driven decision making and innovation across Sales, Marketing and Aftersales.

Main responsibilities

• Product / Process Ownership
  • Product development of the business' CRM system (Salesforce) and integrated toolsets, aligned to strategic intent regarding the end-to-end sales funnel.
  • Process owner for customer account and interaction management, ensuring all data collection is accurate and fully accessible within the CRM.
  • Creation of long-term action plans to improve global customer data quality, reporting data issues and risks to the business.
  • Work collaboratively with all central and regional teams to ensure CRM programme adoption, evolution and elevated retailer and customer experience.
  • Consolidate and publish best practices from around the world to maintain a consistent business-wide collaborative approach.
• Data and Analytics Delivery
  • Gather business requirements and work with the business to size/prioritise them.
  • Develop, refine, prototype and test dashboards and data analysis in collaboration with the business, data owners, and other stakeholders/enablers.
  • Utilise Salesforce BI Tool set where applicable (Lightening, CRM-Analytics, Einstein Discovery, Tableau) and other supporting systems.
  • Continually improve data accessibility, automation, accuracy, and adherence to reporting definitions and parameters.
  • Develop an actionable understanding of retailer CRM system behaviour, the validity of their data capture and how this impacts core processes and KPIs.
• Customer Centricity
  • Track and support the Sales and Marketing Customer Centricity Programme agenda from a CRM process, data and analytics perspective.
  • With fellow CRM team members, become the voice of the customer through an understanding of customer data across Sales and Marketing.
  • Support with the analysis of customer journeys across touchpoints working across a prescribed end-to-end sales funnel process.
  • Collaborate and set clear expectations with stakeholders and with development teams (internal and external) on development priorities and issues.
  • Support stakeholders to develop business cases and evangelise the business intelligence mission to influence decision making with supporting analysis.
  • Support collaboration with analyst teams to ensure business intelligence governance and operational excellence.
  • Support agency partners to deliver project milestones and KPIs.
  • Identify thoughtful questions and recommendations to challenge and evolve the CRM strategy.

Experience required

• Experience managing CRM systems and processes (ideally Salesforce).
• Experience with customer-facing (clienteling) apps (desirable).
• Experience utilising Business Intelligence tools and developing reports and dashboards for global consumption.
• Experience understanding how data & insights can be used to improve business outcomes.
• Experience managing business requirements and stakeholders.
• Experience working in a global role.
• Experience in the automotive industry would be of benefit.
• Experience developing BI tools and systems.
• Strong influencing and communication skills.
• Experience working within an agile programme managing stakeholders, requirements and operational excellence.

Practical and Technical Knowledge

• Demonstrates creative and critical thinking skills.
• Strong business analytics, relationship management, strategy development, project management, problem solving and change management skills.
• Professional and positive approach, self-motivated, team player, dynamic, creative with the ability to work on own initiative.
• Excellent communicator with the ability to influence and persuade across all levels of the organisation and build productive relationships.
• Demonstrate strong oral and written communication skills, including the ability to clearly present recommendations and ideas to summarise complex issues.
• Practical understanding of the role of a Data Scientist and how this complements an organisation's analytical delivery.

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities employer.