Senior CRM Analyst

  • Global Payments Inc.
  • Athens, Greece
  • 24/05/2024
Full time Forex Fintech Analysts Customer Service Sales

Job Description


In Greece we conduct business through our joint venture with the National Bank of Greece, NBG Pay. NBG Pay provides merchant acquiring services to small, medium, large and corporate merchants across Greece. Services include the authorization, clearing, and settlement of credit, debit and prepaid card transactions between cardholders and merchants.

We are currently seeking an experienced and competent CRM Analyst in Athens, Greece, reporting to the Sales Analysis & Support Manager.


About the role - Design & Implementation Phase

  • Collaborate with our Business Analysis and Commercial Team to integrate a Salesforce CRM solution
  • Pinpoint improvement areas and help in their development
  • Coordinate with the Sales and Customer Support teams, locally and internationally, to effectively design our CRM to best meet customer needs
  • Leverage its modules to create a streamlined customer life cycle, from lead handling and offer acceptance, to onboarding, lifetime support, and renewal


Key Responsibilities - Day to Day

  • Data Analysis and Reporting: Analyze customer data within Salesforce platform to identify trends, patterns, and opportunities for improvement. Generate insightful reports and visualizations to present findings to stakeholders.
  • CRM System Management: Configure, maintain, and optimize our CRM system to ensure they meet evolving business needs. This may include customizing fields, developing workflows, and integrating with other software tools.
  • Campaign Analysis: Measure the effectiveness of marketing campaigns within the CRM, assess ROI, and provide recommendations for optimization.
  • Customer Segmentation: Develop robust customer segmentation strategies based on demographics, behaviors, and preferences to facilitate targeted marketing and sales efforts.
  • Data Cleansing and Integrity: Ensure the quality and accuracy of data within the CRM system by implementing data cleansing processes and addressing discrepancies.
  • Training and Support: Provide training and guidance to internal teams on CRM best practices and system usage.

Essential Skills And Attributes In 2024

  • University Degree in Business Administration, IT, Marketing, or a STEM field. A Master’s degree in a relevant field is desirable
  • A minimum of 5 years of work experience as a CRM Analyst . Experience in industries like Technology, Payments, Fintech, or Telco will be considered a plus
  • Strong Data Analytics : Advanced proficiency in extracting insights from large datasets using SQL, Excel, or other data analysis tools.
  • CRM Expertise : In-depth knowledge of leading CRM platforms (e.g., Salesforce, Zoho, Dynamics 365).
  • Marketing Automation Understanding : Familiarity with marketing automation concepts and tools, and how they integrate with CRM systems.
  • Problem-Solving : Ability to identify and troubleshoot CRM-related issues, propose solutions, and proactively optimize system performance.
  • Process Improvement Mindset : Eagerness to streamline workflows, enhance data management practices, and drive continuous improvement within the CRM environment.
  • Communication and Collaboration : Excellent written and verbal communication skills to convey technical information to non-technical audiences and work effectively across teams.
  • Fluency in Greek and English: Excellent written and spoken skills in both languages.

Nice-to-Have Qualifications

  • Predictive Analytics: Experience with predictive modeling techniques (e.g., customer churn prediction).
  • AI/Machine Learning Awareness: A basic understanding of how AI and machine learning can be applied to enhance CRM capabilities.

What We Can Do For You

  • Shape your destiny with a worldwide payments industry leader where you can learn, grow, and advance
  • Enjoy a competitive salary
  • Thrive in a collaborative culture that supports innovation
  • Expand competencies and hands-on experience in a highly paced Fintech environment

We take care of our people:

Whether you are looking forward to launch a new career or grow an existing one, NBG Pay is the type of company where you can balance great work with great life.

Our people are the key to our success. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We are dedicated to creating a workspace environment that provides a sense of purpose for our people and supports each of us to learn, develop, and reach our full potential. Our culture and values are grounded in performance, integrity, diversity, teamwork, and taking ownership of our actions and reputation.

Our company is a place where all people feel they belong. We put autonomy and support first as we scale. We believe that business needs to be disruptive and creative in order to thrive, and we think it’s important to provide an exciting and vibrant place to work. If you want to join us and be part of something truly incredible, rewarding and exciting, get in touch with our team and apply for this job.