CRM Analyst

Job Summary

• We are seeking a data-driven CRM Analyst & Automation Specialist to manage customer data, analyse marketing and sales performance, and implement automated workflows that improve lead conversion, customer engagement, and retention.
• The ideal candidate will leverage CRM systems, analytics tools, and automation technologies to optimise business processes, generate actionable insights, and support data-driven decision-making and business growth.

Responsibilities

• Collect, clean, validate, and consolidate data from marketing, sales, CRM, website analytics, email marketing, social media, and e-commerce platforms.
• Track, analyse, and report campaign performance using key metrics, including reach, engagement, CTR, CPC, leads, conversion rates, CPA, ROAS, and revenue where data is available.
• Develop and maintain dashboards, reports, and performance trackers to provide actionable insights into marketing and sales activities.
• Integrate marketing, website, customer enquiry, and order data to improve visibility across the customer journey.
• Identify data gaps, inconsistencies, and tracking issues, and recommend solutions to improve data accuracy and reporting reliability.
• Analyse customer behaviour, purchase history, and engagement patterns to identify customer segments, repeat-purchase opportunities, and retention strategies.
• Manage and maintain CRM systems, ensuring customer records, lead information, sales activities, and communication histories are accurate and up to date.
• Design and implement automated workflows for lead capture, lead assignment, follow-up reminders, email campaigns, customer onboarding, and post-purchase communication.
• Develop customer segmentation strategies to support personalised marketing campaigns and targeted communication.
• Monitor lead progression through the sales funnel, identify conversion bottlenecks, and recommend improvements to increase sales effectiveness.
• Implement lead scoring and prioritisation processes to help sales and marketing teams focus on high-potential prospects.
• Set up automated notifications and alerts for new enquiries, abandoned orders, overdue follow-ups, repeat purchases, and inactive customers where supported by available systems.
• Evaluate CRM and marketing automation tools and recommend solutions that align with business needs and available resources.
• Conduct A/B testing and analyse campaign results to improve email performance, customer engagement, and conversion rates.
• Monitor customer retention, repeat-purchase rates, customer lifetime value, and other relevant customer relationship indicators where data is available.
• Establish standard operating procedures for data entry, CRM usage, reporting, and customer data management.

Requirements & Qualification

• HND or BSc in Statistics, Data Science, Mathematics, Computer Science, Marketing, Economics, Business Analytics or a related field
• 2–4 years’ experience in marketing analytics, digital analytics, CRM reporting, business intelligence or a closely related role
• Advanced Excel or Google Sheets skills, including pivot tables, lookups, formulas, data cleaning and reporting
• Experience with analytics and advertising platforms such as GA4, Google Ads, Meta Ads Manager and relevant social-media analytics tools
• Ability to build dashboards using Power BI, Looker Studio, Tableau or similar tools
• Understanding of digital marketing metrics, conversion funnels, attribution, customer segmentation and e-commerce reporting
• Experience with CRM, e-commerce or customer/order data is important; SQL, Python/R, Google Tag Manager and marketing automation skills are advantages
• Strong analytical thinking, attention to detail, communication and the ability to turn data into practical recommendations
• Practical experience configuring a CRM or customer-service platform, such as a ticketing or shared-inbox system.
• Experience with chatbot builders, WhatsApp Business Platform integrations and workflow automation tools such as Make, Zapier or n8n
• Working understanding of APIs, webhooks and software integrations; ability to identify when specialist development support is needed.