CRM Analyst

Job Summary

A CRM Analyst is a data-driven professional responsible for managing, analyzing, and optimizing customer interactions and relationships at Cogent Bank. This role enhances customer satisfaction, loyalty, and lifetime value while aligning with business objectives.

Responsibilities and Duties

• CRM System Administration: Maintain and optimize the CRM platform, train new users, and support CRM database management including data cleaning and deduplication.
• Data Analysis & Reporting: Collect and interpret customer data, develop dashboards, reports, and analyze KPIs such as acquisition, retention, and churn.
• Customer Journey Mapping & Segmentation: Map customer journeys, create targeted segments, and develop models for lead scoring and retention strategies.
• Stakeholder Collaboration: Partner with marketing, sales, support, and product teams; act as CRM subject-matter expert and support multi-channel campaigns.
• Process Improvement and Compliance: Review workflows for enhancement, maintain documentation, and ensure BSA/AML/OFAC compliance.

Qualifications and Skills

Requires a Bachelor’s in Business, Marketing, Information Systems, Data Analytics, or a related field with 3-5 years of experience in CRM analysis or similar roles, preferably in banking or financial services. Proficiency in CRM platforms (FIS Connections, Salesforce, HubSpot, Microsoft Dynamics) and BI tools (Tableau, Power BI) is essential along with strong analytical, communication, and problem-solving skills.

Key skills/competency

• CRM
• Data Analysis
• Reporting
• Customer Segmentation
• Process Improvement
• Dashboard Development
• Compliance
• Training
• Stakeholder Collaboration
• Data Management