CRM Analyst

Step into the role of CRM Analyst at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.

To be successful as a CRM Analyst at Barclays, you should have below critical skills.

• Graduate/post-graduate in any discipline.
• Non - Voice.
• Individual Contributor Role.
• Candidate should have experience of working on Salesforce Marketing Cloud.
• Good hands-on building complex html email templates, automations, journeys and integration Sales CRM cloud.
• Ability to maintain the Marketing cloud environment with configuration/admin skills.
• Should have ability to enhance and automate the existing setup process using Marketing Cloud as a tool.
• Should be willing to work in dynamic environment wherein requirements may arrive at any moment with stringent deadlines.
• Excellent communication skills with ability convince business colleagues and create his/her own rapport.
• Knowledge of Sales CRM cloud and Python will be added advantage.
• Flexibility in hours of work and ability to work changing shifts patterns.

You may be assessed on key essential skills relevant to succeed in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Pune.

Purpose of the role

To define customer objectives, analyse customer data, develop a testing plan, customer triggers and next best action communications to drive revenue growth through customer engagement, growth, and retention

Accountabilities

• Development of a comprehensive CRM strategy aligned with overall business objectives.
• Implementation of marketing automation processes to streamline and personalise customer communications.
• Customer needs assessment through research and data analytics to derive insights into customer behaviour and develop segmentation to tailor marketing activity to different target audiences, as needed.
• Development of plans and strategies for each customer segment, including setting of goals, communications, set up of triggers and measurement approach s, and regular review of progress.
• Selection, implementation and optimisation of CRM technology to meet business needs, where relevant.
• Collation of client feedback and insights to understand their evolving needs and preferences, leveraging data and analytics for the identification of trends and opportunities for improvement, if required.
• Maintenance of client records, including account information, interactions, and documentation, where appropriate.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team's operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.