Sr. Specialist, Customer Relationship Management

L3Harris Technologies-posted 3 months ago

Full-time

Melbourne, FL

Transportation Equipment Manufacturing

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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.

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.

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.

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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