Analyst, CRM

Job Overview The CRM Analyst is responsible for supporting and advising key business leaders across the organization on Email and SMS initiatives. This is a high visibility position requiring significant interaction with Senior Management and external vendor partners while working on daily campaign deployments as well as small projects. The ideal candidate will have a background with an emphasis in email campaign development (HTML), execution, post-campaign analysis, and independent decision making. This position requires a collaborative, solution-oriented mindset, and a person who is skilled and experienced in developing email campaigns, and can manage multiple projects at a time.

Roles And Responsibilities

• Work with ESP partners, creative agencies, Darden Brand teams and Darden Strategy team to create and execute email campaigns that drive business impact
• Execute a high volume of data-driven, dynamic email campaigns
• Execute SMS campaigns including broadcasts, mobile wallet offers, and automated messages
• Lead tactical development behind day-to-day campaigns as well as the overall trigger programs for both email and SMS
• Proofread and perform rendering checks on all campaigns prior to deployment, utilizing utmost attention to detail
• Troubleshoot rendering issues and provide end-to-end QA support
• Build and code emails using agency-provided creative assets
• Build and develop single-step email campaign journeys
• Manage campaign calendar and deployment schedule to ensure deadlines are consistently met
• Manage and track day-to-day activities across open projects, prioritizing work to be done each day, logging issues contributing to delays
• Partner across teams to ensure projects are on track for on-time deployment
• Become a super-user of email deployment platform
• Support process documentation and enforcement of SOPs
• Provide insightful recommendations to improve templates and approach to align to email best practices
• Assist in the development of year-over-year and quarter-over-quarter campaign analysis decks to Senior Management
• Ensure spam regulation compliance (CAN-SPAM)
• Deliverability monitoring, raising concerns to brand and leadership as needed
• Utilize SQL to extract, analyze, and manipulate data from database
• Edit and troubleshoot HTML code to ensure proper structure, formatting, and functionality
• Ensure email and mobile marketing best practices are met
• Lead small scale projects as needed
• Develop and maintain project backlogs, regularly assessing priority to ensure business needs are met
• Create and manage a trigger and template maintenance process to ensure we are proactively addressing rendering issues and applying best practices
• Consistently enhance skills and job knowledge by participating in professional learning opportunities and personal networking

Required Technical Skills

• Demonstrated experience working with an Email Service Provider to deploy email Campaigns
• Proficient in Excel: formulas, filters, and pivot tables

Other Key Qualifications

• Organization, project management, and time management skills with the ability to organize, plan, and follow-up with tasks
• Ability to prioritize and re-prioritize various job activities/tasks, including the ability to multi-task when necessary
• HTML/SQL experience
• Basic knowledge and understanding of data, insight, and strategy
• Ability to adjust communication style such that it is effective with various audiences, including internal and external partners as well as peers or executive level employees
• Ability to clearly and confidently communicate/present (verbal and written) key learnings and metrics whether that be by phone, email, virtual presentation, or in-person
• Ability to exercise appropriate judgment with a sense of urgency by using information and knowledge to make timely, effective decisions
• Ability to work independently in a detail-oriented function and with minimal supervision
• Ability to build and maintain relationships, with a skill for conflict resolution

Required Education And Experience

• Bachelor’s degree in Marketing, Communications, Business, or a related field required
• 1-3 years’ experience servicing high volume marketing initiatives (inclusive of internship experience working in marketing)
• Experience has led to strong understanding of email / SMS marketing best practices

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