CRM Insights & Engagement Strategist

State Library of NSW

Sydney

On-site

AUD 117,000 - 129,000

Full time

14 days+

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Benefits offered by this job

Flexible working arrangements

Wellbeing events and initiatives

Professional development opportunities

Staff discounts at Library café and书

Staff engagement activities

Job summary

The State Library of NSW is seeking a CRM Insights and Engagement Specialist to transform customer and stakeholder data into actionable insights that drive engagement, retention, acquisition and customer experience outcomes. Reporting within the Experience and Engagement Division, you will maximise the value of our CRM platform and partner with multiple teams across the Library.

You will analyze engagement trends, develop audience intelligence, deliver reporting and dashboards, and help build

Qualifications

Relevant tertiary qualifications in marketing, communications, information technology or a related discipline.
Demonstrated experience with CRM platforms, preferably Microsoft Dynamics, and reporting and visualisation tools such as Power BI.
Strong understanding of CRM principles, customer lifecycle management, audience segmentation, customer journeys and engagement strategies.
Experience partnering with a diverse range of stakeholders to maximise the value and benefits of CRM systems.
Demonstrated experience delivering data analysis and reporting, including identifying trends, opportunities and risks to support engagement outcomes.
Excellent communication and stakeholder engagement skills, with the ability to provide guidance, training and support to CRM users.

Responsibilities

Transform customer and stakeholder data into actionable insights to drive engagement and customer experience outcomes.
Analyse engagement trends, develop audience intelligence, and deliver insightful reporting and dashboards.
Identify opportunities to strengthen relationships and organisational performance across the Library.
Act as a bridge between business stakeholders and technical teams to evolve the CRM platform.
Contribute to CRM enhancements and support development of customer journeys and audience segmentation models.