CRM Developer & Support Analyst at ARM Hold Co.

Job Summary

• Administers multiple maintenance functions of the web-based CRM (Customer Relationship Management) system with a primary goal of ensuring data integrity Responsible for the quality and consistency of data used to drive ARM sales and marketing efforts across various businesses.
• Objectively evaluates ROI of potential marketing effort based upon criteria set by marketing and customer experience teams Reports to the Head of Marketing daily.

Job Details

• Serve as the in-house CRM specialist 
• Plan and deliver CRM strategy with a view of retaining existing customers, improving customer experience, increasing repeat visitation and growing qualified databases, across all ARM businesses 
• Manage quality and consistency of data, train users, generate reports and input data to support organization initiatives 
• Work across all ARM businesses to maintain timely, accurate and uniform documentation of all records in the CRM system 
• Segment and manage customer data for various ARM offerings and set up appropriate funnels and campaigns within CRM software that deliver results for the business 
• Set up marketing automation and establish workflows for data capture, always ensuring data integrity. 
• Delivery of all CRM activities for the business to meet agreed KPIs – including direct mail, SMS marketing, mobile messaging, loyalty program in line with marketing calendars for the brand. 
• Leverage campaign results to run the planning and testing process to continuously drive increased customer interest, conversion, sales, LTV and profitability across segments and channels 
• Customize and pull marketing reports from CRM system on a weekly basis with analysis of trends, successes and learnings. Set up live dashboards for campaigns 
• Create campaign specific landing pages and web forms on website to support CRM campaigns and capture data. 
• Manage partner relationship with CRM vendor companies 
• Update and maintain stakeholder records within the CRM system 
• Lead regular communicate on the need to ensure clean data for use across all areas of the organization 
• Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making 

Requirements

• 3-5 years of experience in a CRM and/or analytical role (ideal backgrounds include similar CRM administrator role in financial services sector 
• Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc) 
• Excellent problem-solving and analytical skills 
• Ability to work with large datasets and summarize findings in a clear format 
• Experience of actively using and optimizing CRM techniques including segmentation, campaign planning, implementation and evaluation 
• Understanding of Google Analytics and HTML 
• Combine creative and pragmatic use of insight and data with attention to detail 
• Strong mathematical skills to analyze reports including conversion rates, business won and lost and return on investment formulas 
• Proven experience successfully managing multiple projects in a fast-paced environment 
• Proficiency in Microsoft 365 software products, including ability to quickly learn industry related software 
• Experience with statistical packages such as Power BI, SAS, R, SPSS, etc. is a plus 
• Experience troubleshooting both hardware and software issues 
• A keen eye for detail to be able to identify issues and to deliver solutions for any CRM issues that arise. Drive continuous improvement of all aspects the CRM system. 
• Demonstrated ability to convey a sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect