CRM Data Analyst

Company Overview:

MultiBank Group is a global financial leader, founded in 2005 and headquartered in Dubai, UAE. With over 1 million clients across 90 countries and a daily trading volume exceeding $18.1 billion, we offer a comprehensive range of financial products, including Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs. We are a heavily regulated, award-winning institution committed to innovation, providing our clients with exceptional services and technology solutions.

We are seeking a CRM Analyst to join our growing team. In this role, you will analyze and optimize customer interactions across key touchpoints in Sales, Customer Service, and Applications, all of which report to the Head of Sales.

You will work with data from Antelope CRM (or similar systems, such as Salesforce), integrating and analyzing backend data from our data warehouse (e.g., Redshift, Snowflake, AWS, MySQL) to generate insights and help optimize processes across the customer journey.

Role Overview:

As a CRM Analyst, you will be responsible for analysing and reporting on customer interactions throughout the sales, service, and applications processes. By leveraging data from Antelope CRM and backend data sources from data warehouse, you will provide actionable insights that help improve the performance of sales, customer service, and application teams. You will also work closely with the Head of Sales to identify gaps in processes, track key performance indicators (KPIs), and drive data-driven improvements.

Key Responsibilities:

· Analyze CRM data to track lead generation, follow-ups, and conversion rates from initial contact to customer or partner.

· Build detailed reports and dashboards to measure sales funnel performance, conversion rates, lead sources, and time-to-conversion.

· Identify trends, bottlenecks, and gaps in the sales process and work with the Head of Sales to recommend process optimizations and efficiency improvements.

· Analyze performance data from Customer Service and Applications teams, both of which report to the Head of Sales.

· Monitor key service metrics such as case resolution time, customer satisfaction scores, and service delivery trends.

· Build reports that track approval/rejection rates, KYC (Know Your Customer) submission processing times, and application conversion rates.

· Identify inefficiencies in customer service and application workflows and work with the Head of Sales to implement improvements.

· Work closely with the Data Engineering team to integrate CRM data (from Antelope CRMwith backend data stored in our Redshift or other data warehouses.

· Develop SQL queries to extract, analyze, and report on key metrics that inform decision-making across Sales, Customer Service, and Applications teams.

· Create interactive dashboards and performance reports that highlight trends and KPIs, enabling leadership teams to make data-driven decisions.

· Track and analyse all customer touchpoints across Sales, Customer Service, and Applications to identify areas for improvement and better alignment with business objectives.

· Build comprehensive customer journey maps that link customer interactions across departments to conversion, satisfaction, and retention metrics.

· Provide actionable insights to improve customer experience, conversion rates, and service outcomes.

· Continuously monitor and assess the effectiveness of customer touchpoints, identifying gaps or inefficiencies that may impact the overall customer experience.

· Partner with the Head of Sales to recommend and implement data-driven process optimizations and improvements to drive team performance.

· Provide ad-hoc analysis and reporting to support new initiatives, product launches, or operational changes within the Sales, Customer Service, and Applications teams.

· Work closely with the Sales, Customer Service, and Applications teams to ensure alignment on data requirements and ensure seamless data integration.

· Communicate complex data insights clearly and effectively to non-technical stakeholders, helping them to understand and act on key metrics.

· Develop clear, actionable documentation and reporting guidelines for cross-functional teams to improve data usage and decision-making.

Qualifications:

· Bachelor’s degree in Data Science, Business Analytics, Computer Science, or a related field.

· 3+ years of experience as a Data Analyst, preferably supporting Sales, Customer Service, or Applications teams.

· Strong experience with CRM systems (preferably Salesforce or Antelope CRM) and integrating CRM data with other business intelligence tools.

· Proven experience with backend data (e.g., Redshift, Snowflake, AWS, MySQL) and integrating data from multiple sources for analysis.

· Strong proficiency in SQL for querying and extracting data from data warehouses such as Redshift, Snowflake, or MySQL.

· Advanced skills in data visualization tools such as Tableau, Power BI, or Looker to build dashboards and performance reports.

· Familiarity with Salesforce CRM and experience working with CRM data in an analytical capacity is a plus.

· Experience with other backend systems or technologies like AWS or Snowflake is highly desirable.

· Strong analytical skills with the ability to draw insights from complex datasets and identify actionable recommendations for process improvement.

· Excellent problem-solving skills, particularly in identifying and addressing gaps or inefficiencies within sales, service, and applications workflows.

· High attention to detail and commitment to ensuring data accuracy and consistency across reports.

· Excellent communication skills with the ability to explain complex data insights to non-technical stakeholders in a clear, actionable manner.

· Ability to work cross-functionally with teams in Sales, Customer Service, Applications, and Data Engineering to align on data requirements and reporting goals.

· Strong documentation skills to create clear, concise reports, dashboards, and process guidelines.