CRM Analyst

Hunter Gibbons - Washington, DC

The CRM Analyst will develop standard and ad-hoc analyses to answer business questions and provide actionable insights on the customer base and different customer engagement initiatives. The CRM Analyst will develop and perform deep customer analytics to support the Customer Relationship Management (CRM) team and other key partners as well as work closely with internal teams to help drive strategy and program development. The analyst will respond with accuracy and urgency to solve business needs.



  • Manage and execute the process of design and delivery of CRM analytics projects:
    • Develop segment-based metrics, goals and measurement as for customer lifecycle marketing programs
    • Design and conduct testing recommendation to measure impact of CRM and marketing programs
    • Create and manage standard post-campaign analysis reports/insights, custom store level reports and dashboards
  • Collaborate with internal and external resources to develop, interpret, implement and support various types of statistical modeling such as:
    • Propensity models for churn, retention, growth, product, offer and/or acquisition
    • Develop and update customer lifetime value model and scores
  • Develop and report easily consumable, visualized dashboards of metrics for key stakeholders and executives with actionable insight call-outs
  • Maintain an active role in CRM database system, data quality and integrity and any related IT development project which engages the customer
  • Identify opportunities to improve analytical approaches and tools, including opportunities to automate and streamline the process and delivery of analytics and insights
  • Provide Tier 2 support for CRM


Skills & Requirements:

  • Hands-on experience with CRM database systems (Ellucian or MS Dynamics Pref)
  • 3+ years SAS or SQL analytics experience with a proven track record in advanced analytics
  • Strong communication, critical thinking and project management skills
  • Recognized for analytical rigor and ability to identify actionable insights from ambiguous and sometimes limited information
  • Demonstrated ability to manage multiple complex analyses and relationships
  • Ability to develop effective communication, including presentation decks, frameworks and reports
  • Must be organized, detail oriented, flexible, and able to prioritize multiple projects with short deadlines
  • Expert in Excel formulas is required
  • Programming VBA Macros is a plus
  • Statistical modeling experience and understanding of statistical analysis methods such as propensity models for churn, retention, growth, predictive modeling, lifetime value model and scores is a plus
  • Bachelor’s degree in Statistics, Finance, Marketing, Economics or related business degree; Masters is a plus


Posted On: Friday, June 7, 2019
Compensation: $70K-$80K

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