Senior Analyst, Crm

Summary

Hands-on omnichannel CRM analyst responsible for planning, executing, and measuring customer lifecycle and loyalty across retail and e-commerce. The role partners with CRM, Retail, Customer Care, Email, Analytics, and Data Engineering to translate data insights into CRM activations and clear stakeholder reporting.

Responsibilities

• Define and maintain core CRM customer and segment definitions such as tenure, lifecycle stage, and value tiers.
• Build, automate, and maintain CRM reporting and dashboards across retail, e-commerce, and clienteling channels.
• Analyze customer behavior, segmentation, lifecycle journeys, and sales performance to identify retention and loyalty opportunities.
• Track omni-channel campaign performance including email, clienteling outreach, and in-store activations.
• Design and measure structured tests and cohort analyses and deliver business-focused readouts.
• Support A/B testing, predictive modeling, and customer lifetime value forecasting.
• Reconcile and QA data across POS, ecommerce, ESP, CDP, and data warehouse to ensure a trusted view.
• Partner with Data Engineering to improve data availability, quality, and documentation for CRM use cases.
• Create recurring stakeholder views that communicate performance and recommendations.

Requirements

• Minimum 3 years experience in CRM customer or lifecycle analytics for retail or ecommerce.
• Strong SQL skills including complex joins, aggregations, and window functions.
• Experience with major CRM ESP or CDP platforms such as Salesforce Marketing Cloud or Data Cloud.
• Experience working with omnichannel data and stitching performance back to customers or segments.
• Familiarity with customer segmentation, CLTV methodologies, and loyalty strategies.
• Proven ability to translate business questions into structured analysis and clear recommendations.
• Comfortable with modern data stack tools such as Snowflake or BigQuery and strong spreadsheet skills.
• High attention to detail and strong QA instincts for data reconciliation.