Customer Relationship Management Analyst

POSITION TITLE: CRM Analyst REPORTS TO: Director of Web & Digital Marketing DEPARTMENT: Marketing ABOUT US Founded in 1945, Brown Jordan has built our long reputation for producing luxurious outdoor products that look beautiful and last a lifetime by adhering to three simple principles: innovative design, durable materials, and unrivaled manufacturing prowess. Here, skilled artisans combine advanced materials with time-honored techniques and handcrafted details, transforming each design into a seamless, enduring work of art. Recognized with over 50 design excellence awards, Brown Jordan graces locations from the Hotel Ritz in Paris, the Breakers Hotel in Palm Beach and the Smithsonian National Museums, not to mention private terraces, pool decks, cabanas, and sunny outdoor living areas worldwide. POSITION SUMMARY The CRM Analyst is a strategic, hands-on role focused on optimizing our CRM systems, improving data-driven decision-making, and empowering sales and marketing teams to strengthen customer engagement. This individual will act as both a data strategist and a cross-functional partner, owning CRM performance across multiple brands. They’ll design reporting frameworks, analyze customer trends, enhance workflows, and champion CRM adoption through training and collaboration with sales and marketing teams. They will also take an active role in email marketing execution: deploying campaigns, building audience segments, and applying personalization strategies that drive meaningful engagement across the customer lifecycle. We’re looking for a proactive self-starter who can translate data into strategy, identify opportunities for improvement, and take ownership of initiatives from concept to execution. PRIMARY RESPONSIBILITIES Strategic CRM Management • Serve as the marketing operations subject-matter expert within HubSpot, owning campaign execution, audience strategy, and CRM performance across six luxury furniture brands. • Identify and implement opportunities to enhance CRM functionality, integrations, and customer lifecycle management. • Partner with leadership to align CRM capabilities with business goals, including lead management, sales pipeline visibility, and customer retention initiatives. • Drive CRM adoption by providing best practices, process documentation, and user support. • Leverage AI tools and emerging technologies to improve CRM efficiency, personalization at scale, and marketing performance. Email Marketing, Segmentation & Personalization • Deploy marketing emails across brands using HubSpot, managing end-to-end execution from build to send to performance analysis. • Develop and maintain audience segments based on contact behavior, lifecycle stage, firmographics, and engagement data. • Apply personalization logic (including dynamic content, smart rules, and behavioral triggers) to increase relevance and conversion across the customer journey. • Partner with the marketing team on A/B testing strategies for subject lines, content, and formatting to continuously improve campaign performance. • Monitor deliverability, list health, and engagement metrics, taking corrective action as needed to maintain sender reputation and audience quality. Data Analysis & Insights • Develop and maintain reports and dashboards in Power BI and HubSpot to deliver insights on lead quality, sales performance, and campaign ROI. • Analyze customer and sales data to identify patterns, opportunities, and actionable insights that improve performance and engagement. • Present findings and recommendations to leadership and brand teams to inform marketing and sales strategies. • Ensure CRM data accuracy, completeness, and consistency through regular audits and optimization. • Manage day-to-day CRM operations across six luxury furniture brands within HubSpot Sales Collaboration & Enablement • Work closely with sales and representative teams to understand workflows, improve processes, and ensure CRM tools support their success. • Conduct ongoing training sessions and create learning resources to enhance CRM usage, data hygiene, and reporting literacy. • Act as the bridge between marketing and sales, translating data insights into sales strategies that drive pipeline growth and customer loyalty. • Partner closely with BJI’s HubSpot Architect (IT) on system configuration, seat management, integration integrity, and resolving technical blockers that affect marketing execution. Automation & Campaign Optimization • Partner with marketing teams to design and refine automated journeys that enhance customer engagement across the buyer lifecycle. • Identify opportunities to automate repetitive processes, including AI-assisted content generation, lead scoring, and workflow logic: improving efficiency for sales and marketing teams. • Test and optimize workflows, triggers, and personalization logic to increase efficiency and impact. • Collaborate with IT and digital team to ensure seamless integration between HubSpot, Power BI, and Epicor. JOB SKILLS REQUIRED • Strategic & Self-Starter - Takes initiative to identify gaps, propose solutions, and drive CRM strategy forward. Finds satisfaction in organization, documentation, and continuous improvement. • Collaborative Leader - Builds trust across teams, balancing analytical expertise with people-first communication. • Data-Driven Decision Maker - Leverages insights to shape marketing, sales, and operational strategies. • Customer Advocate - Sees the CRM not just as a system, but as the backbone of exceptional customer experience. • Adaptable & Forward-Thinking - Stays current with AI and martech developments, proactively identifying tools and methods that keep BJI’s marketing ahead of the curve. REQUIRED EXPERIENCE • Bachelor’s degree in Marketing, Business, Analytics, or a related field (or equivalent experience). • 3–5 years of experience in CRM management, marketing analytics, or sales operations. • Proficiency in HubSpot (required), including email deployment, list segmentation, and workflow automation; experience with Epicor and Power BI strongly preferred. • Hands-on experience with audience segmentation and personalization strategies in an email marketing context. • Familiarity with AI tools applied to marketing, including content assistance, predictive segmentation, or automated personalization. • Demonstrated ability to translate data into strategic recommendations. • Strong understanding of CRM data architecture, reporting, and workflow automation. • Excellent communication and presentation skills: capable of influencing both technical and non-technical audiences. • Proven ability to manage multiple projects independently and drive them to completion. PREFERRED EXPERIENCE • Experience in the luxury, design, or multi-brand B2B industry. • Familiarity with CRM APIs, SQL, or system integrations. • Background in training or change management related to CRM adoption.