CRM Analyst

This is a permanent role that requires onsite work. Candidates must be willing to commute to Ft. Lauderdale on a daily basis.

Role Overview

The CRM Analyst supports the Product Manager, CRM by ensuring CRM data is trustworthy, actionable, and useful for broker, brand, marketing, and leadership decision-making. This role defines CRM data standards, audits data health, builds reporting and segmentation, and assesses workflow performance across HubSpot, and related CRM processes.

This is an analytical and standards-focused role, not a CRM operations support seat. The CRM Analyst defines what clean data, reliable segmentation, accurate reporting, and healthy workflows should look like. The operations team executes hands-on cleanup, dedupe runs, tool configuration, and workflow builds against those standards.

The role partners closely with the Product Manager, CRM, IT operations team, the HubSpot team, brand stakeholders, Marketing, Sales, Charter, Commercial, Business Insights, and external CRM partners to turn CRM data into clearer priorities, better adoption, and stronger revenue performance.

Operating Boundary

The CRM Analyst owns the rules, measurement, analysis, and recommendations. Operations owns the hands-on execution. This separation keeps CRM product strategy focused on growth while giving operations clear standards to execute against.

This role defines, assesses, and measures

• Define dedupe rules, data hygiene criteria, lifecycle standards, QA checks, and segmentation logic.
• Audit CRM health, workflow behavior, data quality, routing accuracy, and reporting reliability.
• Build reports, dashboards, segments, data views, and insight summaries for product and growth decisions.

Operations executes against the analyst's standards

• Run data cleansing, dedupe execution, record updates, and bulk CRM maintenance.
• Build or configure workflows, fields, permissions, lists, and operational CRM changes in the tool.
• Handle CRM support tickets, day-to-day user troubleshooting, and recurring administrative tasks.

Key Responsibilities

CRM Data Integrity & Standards

• Define CRM data standards for contacts, companies, deals, inquiries, lifecycle stages, broker assignments, lead sources, required fields, and segmentation attributes.
• Create dedupe logic, hygiene rules, QA criteria, and field governance that operations and system admins can execute consistently.
• Audit CRM data quality and identify duplicate records, missing fields, incorrect ownership, stale records, inconsistent segmentation, and process exceptions.
• Document data definitions, source-of-truth rules, quality thresholds, and escalation paths for recurring data issues.
• Partner with operations to ensure cleanup work is executed against clear business rules and measurable quality standards.
• Support the Dynamics-to-HubSpot migration by defining data-mapping and validation rules, reconciling migrated records, and auditing post-migration data quality against source-of-truth standards.

Reporting, Dashboards & CRM Insight

• Build CRM reports and dashboards that track lead flow, broker activity, pipeline health, conversion, campaign performance, adoption, and CRM data health.
• Translate CRM data into clear findings for the Product Manager, CRM, brand stakeholders, and leadership.
• Identify patterns in broker usage, inquiry movement, lifecycle progression, stalled opportunities, and follow-up behavior.
• Create recurring CRM health reports that show data quality trends, adoption risks, workflow issues, and operational follow-up needs.
• Partner with the Business Insights Analyst to separate CRM-deep data integrity work from broader portfolio-wide performance analysis.

Segmentation & Audience Logic

• Build and maintain analytical segments that support broker outreach, marketing campaigns, client lifecycle strategy, and revenue opportunities.
• Define segmentation rules for clients, prospects, owners, charterers, brokers, inquiries, listings, lifecycle stages, and campaign audiences.
• QA segment logic before activation to ensure lists are accurate, explainable, and aligned with business intent.
• Assess whether segments are producing useful broker and marketing outcomes, then recommend refinements.
• Help ensure CRM segmentation supports a premium, relevant, and well-timed client experience.

Workflow Assessment & Product Roadmap Support

• Assess CRM workflows, routing logic, lifecycle transitions, automation inputs, and reporting dependencies to identify broken logic or data gaps.
• Surface workflow issues and product opportunities to the Product Manager, CRM with evidence, impact, and recommended next steps.
• Support requirement definition by turning data findings into clear business rules, acceptance criteria, QA checks, and measurement plans.
• Validate whether CRM changes improve data quality, broker adoption, reporting accuracy, and revenue visibility after release.
• Maintain a feedback loop between CRM data health, workflow performance, and CRM roadmap priorities.

Required Qualifications

• 3+ years in CRM analysis, marketing analytics, revenue operations analysis, sales operations analysis, data quality, or business systems analysis.
• Hands-on experience building CRM reports, dashboards, lists, segments, or data quality audits in HubSpot or a similar CRM platform.
• Strong understanding of CRM data structures, lifecycle stages, lead routing, campaign segmentation, pipeline reporting, and workflow dependencies.
• Ability to define clear data rules, QA criteria, business logic, and acceptance criteria for operations or technical teams to execute.
• Strong analytical skills with the ability to identify patterns, diagnose data issues, and translate findings into practical recommendations.
• Comfortable communicating with business users, product owners, operations teams, and technical partners.
• High attention to detail and strong documentation habits.

Preferred Qualifications

• HubSpot reporting, HubSpot Operations Hub, or HubSpot Marketing Hub experience.
• Experience with Microsoft Dynamics CRM, CRM migrations, legacy CRM environments, or multi-system data reconciliation.
• Experience supporting luxury, hospitality, real estate, brokerage, or other high-consideration sales environments.
• Familiarity with BI tools, SQL, data visualization, attribution reporting, or marketing performance analysis.
• Experience defining dedupe rules, segmentation logic, lifecycle governance, and CRM data quality frameworks.
• Experience partnering with operations teams or system administrators where analysis and execution are separated.

Success Measures

• CRM data standards, dedupe rules, QA criteria, and segmentation logic are clearly defined and consistently used by operations and system partners.
• The Product Manager, CRM has reliable visibility into CRM health, workflow issues, adoption risks, and data-driven roadmap opportunities.
• CRM reporting and dashboards are trusted by leadership, brand stakeholders, brokers, and marketing teams.
• Segments are accurate, useful, and aligned with broker, client, campaign, and revenue goals.
• CRM data quality improves without shifting hands-on operational execution into the product organization.