GP
Grupo PanvelSenior CRM Analyst
Senior CRM Analyst understanding consumer needs for Hygiene and Beauty products. Managing and executing CRM communications and customer journeys within Salesforce Marketing Cloud.
About the role
- **What you will do**
- Responsible for base revenue retention on existing GBG solutions within customer portfolio
- Help design and measure health metrics and implement improvement plans as required
- Build relationships with existing contacts and identify new contacts to deepen engagement
- Uncover new customer challenges and provide Customer Growth counterparts with insight into potential upsell/cross-sell opportunities (CSQLs)
- Craft and execute key engagements during the customer lifecycle including business reviews, internal account plans, and renewal engagements
- Proficient in GBG’s solutions and the value they provide across various use cases
- Understand your customer’s needs to guide them through best practice product adoption
- Leverage internal tools to monitor daily volumes to identify any peaks/valleys within current solutions and facilitate appropriate actions and resolutions where needed
- Work with customer support team to understand trends in customer/vertical level commonalities in recurring tickets/issues
- Operate cross-functionally with a wide range of internal teams to address customer needs and issues
- Identify ways in which we can operate more efficiently for the benefit of both our customers and GBG
Requirements
- **Skills we are looking for**
- **Experience:**
- Minimum **3+ years** in customer-facing roles, including day-to-day account management and senior-level stakeholder engagement.
- Proven track record of owning and managing customer meetings, including quarterly business reviews (QBRs).
- Demonstrated ability to develop customer account plans and perform SWOT analysis.
- **Skills & Competencies:**
- Strong passion for delivering best-in-class customer experience.
- Ability to translate data into compelling success stories and actionable insights.
- Comfortable working cross-functionally with Sales, Marketing, Product, and Operations in a fast-paced environment.
- Proactive mindset for identifying solutions and managing execution to completion.
- Interest in product capabilities and applying them to solve customer challenges.
- Agility to work in ambiguous situations and apply an entrepreneurial approach to new challenges.
- Curiosity to explore innovative methods, including leveraging AI for faster, more efficient customer value delivery.
- **Technical Proficiency:**
- Familiarity with Microsoft Office Suite, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms.
- **Industry Knowledge:**
- Experience in identity verification, fraud prevention, or familiarity with industries such as gaming, banking, fintech, lending, insurance, retail, or technology.
Benefits
- **To find out more**
- As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
- To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.
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