CRM Analyst

Title: CRM Analyst

Salary level: average range between $60,000-80,000

Location: current schedule is hybrid (40-50% in the Amelia, Ohio office)

*Please add a cover letter with details if you are not local and plan to relocate for the hybrid schedule

Recruiter: Sonya Fischesser

Exempt position

Applicants requiring employer sponsorship of a visa will not be considered for this position.

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

Purpose:

This position will serve as the Customer Relationship Management (CRM) contact in driving the utilization of Microsoft Dynamics throughout the organization, as needed.  The primary departments supported through this position are Sales, Marketing, Customer Experience, Customer Service and Specialty Clients.  All other departments will be supported as time allows. 

Roles & Responsibilities:

The roles and responsibilities below will vary based upon the level of the CRM position. 

• Manage execution of CRM operational components set forth in CRM Roadmap.
• Research, develop and implement short term and long term strategies and tactics to effectively achieve CRM Roadmap.
• Collaborate with internal departments to develop and execute the CRM components of the CRM Roadmap.
• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
• Advise and collaborate with CRM Stakeholders ensuring CRM alignment to organization strategy.
• Establish collaborative relationships with departments providing input into decision making.
• Responsible for making sound CRM operational business decisions to facilitate efficient and effective use of CRM.
• Proactively identify continuous process improvements in the various CRM processes and find ways to reduce them to make the processes work more efficiently.
• Develop and implement solutions that drive CRM effectiveness and efficiency.
• Establish effective monitoring and assessment of CRM processes through the development of a scorecard that aligns a department’s activities to the vision and strategies of the Company.
• Participate in project work in various capacities as needed following project office or change management methods.
• Facilitate the decision-making process and develop the functional design document that will drive the development process (if modifications/customizations are required, either to processes or to the Microsoft Dynamics CRM application.)
• Ensure all customer interactions are captured at key points in the customer life cycle.
• Analyze Customer Journey Mapping touch points with the organization and maximizing opportunities.
• Oversee direct communication projects through the CRM.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Ensure the database is segmented effectively for targeted marketing activities.
• Oversee the migration of all company-wide communications to lower cost mediums such as SMS and email.
• Participate in every aspect of the implementation from analyzing business requirements to configuring the Microsoft Dynamics CRM application to meet the customer's needs.
• Conduct workshops and training sessions.
• Model data and processes
• Represent Sales Operations (and Sales when appropriate) in key internal initiatives to ensure transparency and collaboration.

Staff Development and Recruiting:

• Hire, manage, mentor and develop associates
• Identify, secure and develop the appropriate tools and processes so that direct reports have the ability to perform their jobs effectively and ensure effective daily operations
• Effectively administer the corporate performance management process for the department
• Manage forecasting and budget 

Required Skills / Knowledge / Expertise:

• Microsoft Dynamics and Plugin Expertise
• Database Design and Management Experience
• Cognos and Data Analysis
• Power BI and MS Office 
• Generally 2-4 years of CRM support and/or project experience. Able to provide CRM training, requirements development and design
• Background in analytics, strategy, customer acquisition, re-engagement and retention strategies

Education, Certifications & Designations:

Required: CRM work experience

Preferred: Bachelor's degree and insurance work experience 

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Prescription drug coverage (included in your health insurance plan)
• Vision and dental insurance plans
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• A variety of health and wellness programs provided at no cost
• A hybrid environment that gives you a choice in where and how you get work done
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
• An on-site complimentary workout facility as well as walking trails on campus grounds
• On-site wellness center complete with nurse practitioner
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• Free parking
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.  

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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