CRM Insight Analyst
Location: Birmingham
Salary: Up to £43,000 per annum
Job Type: Permanent
Posted by: National Express Group PLC
Job Description
National Express is hiring an experienced CRM Insight Analyst to be based at our Head Office in Digbeth. In this role, you’ll drive data-led decision-making across marketing activities using Salesforce Marketing Cloud. You’ll optimize segmentation, analyze customer behaviors, and deliver insights that enhance engagement, retention, and loyalty.
Role
- Evaluate the effectiveness of CRM and Marketing activity for continuous improvement
- Build and maintain dashboards (via Tableau or existing tools) and monitor trends
- Support new product development with data models and performance metrics
- Deliver ad-hoc analysis to support key stakeholders
- Integrate new data sources to enhance customer databases
- Work with the CRM Manager to improve analytical capability and data access
- Ensure GDPR compliance and conduct data protection assessments
- Produce MI reports: customer health, RFV (Recency, Frequency, Value), performance
- Manage and enhance customer segmentation programmes
- Integrate internal and external data for deeper segment insight
- Use Marketing Cloud to define audience selections and streamline workflows
- Track CRM campaign results and recommend improvements
- Use Journey Builder & Automation Studio to improve campaign efficiency
- Stay up to date on data handling regulations and ensure compliance
Requirements
- Degree-level education and experience in a data-driven role
- Proficiency in SQL, Python, R, SAS, or similar tools
- Hands-on experience with Salesforce Marketing Cloud
- Strong grasp of segmentation, regression, and predictive modelling
- Ability to communicate complex findings clearly to non-technical audiences
- Commercial awareness and ability to influence across teams
Benefits
- Free coach and bus travel for you and a nominated person/spouse/partner
- Life Assurance
- Company Pension Scheme
- Employee Assistance Programme
- Private Online GP Service
National Express is proud to be a Disability Confident Committed employer and encourages applications from all sectors of the community. If you need adjustments during the recruitment process, please let us know.
Important Note: We operate a Drugs and Alcohol Policy, and all candidates are tested during the hiring process. Random testing may occur during employment.
Reference: nationalexpress1068
Job ID: 223754605
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