Responsibilities

• The CRM Analyst supports the planning, execution, reporting, and optimization of CRM programs across assigned brands, working closely with the CRM Manager to deliver effective, compliant, and consumer‑centric communications.
• This role focuses on campaign coordination, quality assurance, reporting, and performance analysis across CRM channels including email, SMS/MMS, and direct mail.
• Assist the CRM Manager in the execution of CRM programs across email, SMS/MMS, and direct mail, ensuring accuracy, timeliness, and alignment to brand and business objectives.
• Coordinate campaign execution activities with internal CRM operations teams and external vendors, including scheduling, asset handoffs, QA, and deployment readiness.
• Perform campaign QA and validation (e.g., targeting logic, content setup, timing, compliance checks) prior to launch.
• Maintain campaign documentation, calendars, and status trackers to support operational visibility and prioritization.
• Own routine CRM reporting, including weekly and monthly performance dashboards and campaign readouts.
• Track CRM activity and performance across channels, audiences, and lifecycle stages.
• Support the analysis of campaign results, test outcomes, and trends, identifying early insights and areas for optimization.
• Partner with the CRM Manager to evolve from descriptive reporting into insight‑driven analysis, recommendations, and test learnings over time.
• Utilize Salesforce Marketing Cloud in a reporting, QA, and validation capacity, supporting journeys and campaigns owned by the CRM Manager and operational teams.
• Assist with data validation, audience counts, and performance pulls within Salesforce and related reporting tools.
• Leverage tools such as Power BI, SQL, Excel, and Google Analytics to support reporting and analysis needs, as required.
• Support the CRM Manager in day‑to‑day coordination with Brand, CX, Data, IT, Compliance, Legal, Consumer Care, and agency partners.
• Serve as a point of contact for recurring CRM processes or questions over time, escalating issues and recommendations as appropriate.
• Help ensure CRM programs are well‑understood, well‑documented, and effectively executed across teams.
• Adhere to CRM governance standards, data privacy requirements, and regulated marketing policies.
• Support compliance reviews, documentation, and approvals for CRM campaigns and programs.
• Promote responsible data usage and consumer trust in all CRM activities.