Junior CRM Analyst – Concierge Global Program

Junior CRM Analyst – Concierge Global Program

Reports to:
CRM Head

Location:
Bangalore – Global Concierge Command Centre

Type:
Full-Time | Global CRM Operations

Role Overview

The
Junior CRM Analyst
is responsible for keeping the Concierge CRM ecosystem efficient, accurate, and data-rich.

They handle the day-to-day flow of member requests — ensuring every ticket is logged correctly, categorized properly, routed promptly, and closed within SLA.

They are the first line of defense for CRM data integrity and performance analytics, supporting both the Operations and Tech teams in achieving global service standards.

Core Responsibilities

1 · CRM Data Accuracy & Ticket Tracking

• Monitor real-time ticket flow across all channels — chat, WhatsApp, email, and PWA.
• Ensure every customer interaction is logged and categorized under the correct lifestyle pillar (Club, Dine, Stay, etc.).
• Flag missing or incomplete data entries to the Concierge team and follow up for closure.
• Perform daily checks for duplicate, misrouted, or orphan tickets.
• Maintain a 100% match between CRM entries and service delivery logs.

2 · Reporting & Analytics

• Generate daily, weekly, and monthly reports on:
• Ticket volumes
• SLA adherence
• Request type trends
• Region/language performance (India, Japan, global)
• Assist CRM Head in preparing executive dashboards for leadership review.
• Highlight anomalies or performance drops in real time to Operations.

3 · System Support & Testing

• Support CRM Head in testing new workflows, triggers, and automations.
• Document user feedback and report bugs or system errors to Tech.
• Test integrations with AI (Mira), WhatsApp, and the PWA to ensure smooth ticket creation.
• Update CRM fields and configurations as directed.

4 · Data Hygiene & Governance

• Perform daily and weekly audits of CRM data to ensure accuracy.
• Tag tickets correctly for language, category, and resolution type.
• Ensure compliance with privacy and data security protocols (GDPR, DPDP, APPI).
• Support in maintaining consent and opt-in data for communications.

5 · Cross-Team Coordination

• Collaborate with Concierge Managers to update real-time ticket status and escalate urgent requests.
• Work with the WFM Analyst to identify staffing gaps based on CRM data.
• Coordinate with Finance for accurate service billing and client reports.
• Partner with the Tech and AI teams for performance tuning and data sync validation.

Requirements

• Experience:
  1–3 years in CRM, customer operations, or analytics within hospitality, technology, or contact center environments.
• Education:
  Graduate in Business, IT, Data Analytics, or similar discipline.
• Skills:
• Hands-on experience with CRM systems (Zoho, Salesforce, HubSpot, or similar).
• Strong Excel and reporting skills (Power BI or Google Data Studio a plus).
• Understanding of ticketing workflows and SLAs.
• Attention to detail and accuracy under high transaction volume.
• Strong communication skills; bilingual (English + Hindi/Japanese preferred).

Key Attributes

• Analytical and process-driven.
• Comfortable with repetitive accuracy-focused work.
• Calm, responsive, and solution-oriented in a live environment.
• Eager to learn systems and grow into CRM administration or analytics roles.

Key Deliverables

• Daily CRM health reports.
• SLA performance dashboard by EOD.
• Zero ticket mismatches or data errors across channels.
• Weekly analytics deck shared with CRM Head and Operations.

Success in This Role Means

• Every customer interaction — no matter the language, time zone, or platform — is flawlessly captured and traceable.
• The CRM system runs with clean data, zero leakage, and instant reporting.
• Leadership always has an accurate, real-time view of the Concierge performance metrics.
• The analyst becomes the silent engine ensuring every digital touchpoint runs like clockwork.