CRM & Marketing Analyst

CRM & Marketing Analyst 

DUCA is looking for a CRM and Marketing Analyst to join our team!  

Job Purpose & Summary

The CRM Analyst is responsible for administering and enhancing DUCA’s CRM system (Microsoft Dynamics CRM) and aiding in automation of DUCA’s marketing and retail banking programs. In addition, the incumbent will conduct a variety of data mining and analysis activities to inform the organization’s strategic decision making, as well as improve the effectiveness of tactical execution of marketing programs and retail operations.

Key Accountabilities & Duties

• Customize, configure, and maintain the following components of DUCA’s CRM and marketing automation (ClickDimensions) systems:
• Forms (or the various screens in DUCA’s CRM system)
• Entities and their relationships
• Fields and attributes
• Views, Charts, Dashboards, and Reports
• Workflows and system automations
• Integrations to other systems (e.g Core Banking, Online Banking, etc)
• Users and Security roles
• Manage DUCA’s 3^rd party vendor for support and project related needs (defining scope, reviewing and approving quotes, managing timelines, testing and implementation).
• Ensure all enhancements and updates to CRM meet Marketing and the Retail Distribution group’s reporting requirements.
• Work with Marketing and Retail teams to obtain requirements for the design, build, and production of relevant reports and dashboards.
• Maintain a general understanding of the front-office business processes and sales activities, as well as how they relate to CRM
• Provide first tier training and support to end users and Marketing and Retail employees
• Troubleshoot technical issues related to DUCA’s CRM system
• Maintain DUCA’s CRM training documentation for both the front and back-offices (as the system evolves)
• Mine data from DUCA’s Core Banking System, Loan Origination System, and web forms; make connections when required
• Apply Business Analysis methodologies to aid in the future development and enhancements of DUCA’s CRM system
• Provide analytical support and make fact-based recommendations for key strategic projects such as branch optimization, segmentation, product development and sales effectiveness enhancement

Occupational Experience & Education Requirements

• University Degree in either Business, Information Technology, Computer Sciences; or relevant work experience
• CRM administration experience (Microsoft Dynamics CRM administration experience is an asset)
• ClickDimensions marketing automation tool operation experience is preferred
• Knowledge and experience in the Credit Union or financial services industry is an asset
• Experience in direct and digital marketing is a distinct asset

Knowledge, Skills & Attributes

• Strong understanding of data manipulation and integration techniques
• Proficiency in MS Office Suite with advanced Excel skills (including strong understanding of pivot tables) and the ability to work with large data sets
• Strong data visualization skills
• General understanding of Business Analysis methodologies, requirements gathering, and business process modelling
• Understanding of SQL and relational databases
• Self-starter with a zest for coming to the table with unique ideas and solutions
• Strong organizational and prioritization skills
• Strong customer service, relationship building, judgement, problem solving and follow-up skills

Working Conditions

• Normal office environment
• Occasional travel to one of DUCA’s 16 branch locations in the GTA may be required

Department: IT

Primary Location: Corporate Office - 5255 Yonge Street, North York, ON

Employment Status: Full-time

Hours per Week: 38 hours

Job Grade Level: TBD

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.