Title:  Sr. Specialist, Customer Relationship Management

Job Title: Sr. Specialist, Customer Relationship Management

Job Code: 28284

Job Location: Melbourne, FL 

Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

Job Description:

We are seeking a highly skilled and detail-oriented Senior Analyst, CRM to join our team and play a key role in managing and optimizing our Customer Relationship Management (CRM) systems. The ideal candidate will have a strong background in CRM analytics, data management, and system optimization, with the ability to translate business needs into actionable insights and solutions. This role requires a strategic thinker who can collaborate across teams to drive customer engagement, improve operational efficiency, and support business growth.

Essential Functions:

• Oversee the day-to-day operations of the CRM system, ensuring data accuracy, system functionality, and user adoption.
• Configure and maintain CRM workflows, dashboards, and reports to meet business requirements.
• Analyze CRM data to identify trends, opportunities, and areas for improvement.
• Develop and deliver actionable insights to support marketing, sales, and customer service teams.
• Create and maintain regular reports and dashboards to track key performance indicators (KPIs).
• Collaborate with cross-functional teams to streamline CRM processes and improve system efficiency.
• Identify opportunities for automation and implement solutions to enhance productivity.
• Work closely with business units to understand their needs and translate them into CRM system enhancements.
• Act as a liaison between technical teams and business stakeholders to ensure alignment and effective communication.
• Ensure the accuracy, completeness, and security of CRM data.
• Develop and enforce data governance policies and best practices.
• Provide training and support to CRM users, ensuring they understand system functionality and best practices.
• Troubleshoot and resolve CRM-related issues in a timely manner.
• Stay updated on CRM system updates, new features, and industry trends.
• Recommend and implement system enhancements to improve functionality and user experience.
• Leverage CRM data to develop a deeper understanding of customer behavior and preferences.
• Support the development of targeted marketing campaigns and personalized customer experiences.

Qualifications:

• Bachelor’s Degree and minimum 6 years of prior relevant experience. Graduate Degree and a minimum of 4 years of prior related experience. In lieu of a degree, minimum of 10 years of prior related experience.
• Minimum 5–7 years of experience in CRM management, data analysis, or a related field.

Preferred Additional Skills:

• Proven track record of optimizing CRM systems and delivering actionable insights.
• Hands-on experience with Microsoft Dynamics CRM, including system configuration, customization, and integration.
• Proficiency in other CRM platforms such as Salesforce, HubSpot, or similar systems is a plus.
• Strong analytical skills and experience with data visualization tools (e.g., Tableau, Power BI).
• Knowledge of SQL, Excel, and other data management tools.
• Excellent problem-solving and critical-thinking abilities.
• Strong verbal and written communication skills, with the ability to present complex data clearly.
• Proven ability to work collaboratively with cross-functional teams and stakeholders.
• Ability to thrive in a fast-paced, dynamic environment and manage competing priorities effectively.
• Microsoft Dynamics Certification is highly desirable.
• Salesforce Administrator or other relevant CRM certifications are a plus.
• Experience in industries such as retail, e-commerce, or professional services is a plus.
• Familiarity with marketing automation tools and sales enablement strategies.
• Experience in mapping and optimizing customer journeys using CRM data.

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