Sr CRM Analyst, Capability & Roadmap - Marketing - Full-time / Part-time

As America's Un-carrier, T-Mobile US, Inc. (NYSE: 'TMUS') is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 53 million wireless subscribers and provides products and services through 70,000 points of distribution.

Sr CRM Analyst, Capability & Roadmap - MarketingThis is not a Sales RoleThis position is responsible for acting as a business owner on Enterprise projects and Campaign Management and Marketing initiatives. This includes participation in enterprise-wide project feasibility reviews and discussions, drive requirements gathering and elicitation, devilment of UA test plans and operational handoff at project launch. Additionally, provide Campaign Management and Marketing support in the development of new projects and initiatives, including the development of business cases and high level business requirements and provide project support through the entire project lifecycle. Work closely with teams in Campaign Management (e.g. Campaign Managers, Campaign Builders, Reporting) to collaborate on requirements, testing, training and operational impacts. Looking for an individual who is capable of driving and facilitating large, cross channel discussions and can work in a fast paced and often autonomous environment.

• Elicit and capture detailed business requirements for cross channel and complex projects and work with peer teams in Campaign Management and Marketing as well as other Enterprise teams.
• Develop detailed (UAT) test plans for Campaign Management and Marketing teams.
• Provide business support on Enterprise wide projects that have operational CRM, campaign management, marketing campaigns and service message impacts.
• Provide business development support for Campaign Management teams when a new project is being initiated or developed.

• Serve as the operational CRM/Campaign Management business owner on projects representing key areas of impact, such as campaign marketing offers, UI campaign offer experience, campaign data and segmentation, campaign offer reporting, etc.
• Depending on size of project or program, manage multiple projects in parallel i.e. 2-4 small-mid size projects or 1-3 large projects/programs.
• Experience with campaign build, execution, data and reporting of Marketing campaigns and/or service related notifications to the customer.
• Ability to do enterprise analysis and identify dependencies, risks, gaps, etc. from other areas of the business that may impact campaign management operations.
• Experience with campaigns across multiple CRM channels, including Web, Care, Retail, Device (SMS/MMS), Email, Social Media.
• Assist IT and Business stakeholders on projects throughout the entire project lifecycle by having an understanding of systems landscape and associated data used for segmentation, eligibility and reporting.
• Analyze, implement and document detailed business requirements and work with the project analyst and/or key stakeholders and business owners to submit requirements for the campaign management and marketing teams.
• Validate and approve design documentation and conduct traceability and mapping back to the business requirements.
• Work with teams across the Enterprise, including Marketing, Care, Retail, Legal and IT to understand how requirements overlap and impact one another.
• Participate in enterprise-wide project feasibility reviews and discussions representing campaign management and operational CRM activities.
• Participate in the detailed design and technical discussions for areas of impact and business requirements.
• Develop UA test plan and UA test scenarios, including end to end UA test scenarios and specific to the operational CRM systems and reporting systems.
• Coordinate with the QA testing teams and other UA testing teams (outside of operational CRM) for the creation and validation of UA test cases.
• Coordinate closely with data analysts, EIT analyst teams, program team and partners in operational CRM throughout the entire project lifecycle.
• Coordinate with various EIT teams: BI, Data, Vendors, etc. for requirements delivery.
• Coordinate with the Data Migration team for the validation of data between legacy and new systems.
• Develop and provide testing support for operational testing during deployment activities and shorty after deployment before operational handoff.
• Provide support for training team for operational handoff regarding changes to the current workflow.
• Provide updates to management regarding project schedules, risks, scope changes, etc.
• Ability to understand detailed design documents, including FSDs, design specs while tying this back to the business requirement and business benefit.

Minimum Qulaifications

• 3-5 years Business analysis experience on large and complex initiatives.
• 3-5 years Project Management experience on small to mid-size projects, at a minimum.
• Experience with CRM / campaign management systems or equivalent.
• Experience with building business cases with a focus on Marketing, Campaign Management and CRM.
• Experience with SLDC and agile methodologies.
• Understanding of Direct Marketing objectives and needs across multiple CRM channels.
• Data Management skills with understanding of Customer/Product/Offer relationships in CRM systems.
• Knowledge of customer segmentation and eligibility rules including data relationships and definition.
• Microsoft Office suite of products (Excel, Access, SharePoint).
• Disciplined, analytical but creative thinker and problem solver.
• Strong attention to detail, strong ability to complete work under pressure on tight deadlines, logical thinking, curious, self-motivated.

Desired

• 3-5+ years experience with managing and improving the execution of customer retention, cross-sell, and up-sell functions in CRM in comparable industries
• Experience with SAP CRM, SAP ADT tools, SAS Customer Intelligence Suite, SAS Marketing Automation (SAS-MA), Epiphany, RTOM a plus
• Project Management experience on large and complex projects a plus for Marketing and Campaign related areas.
• Working in telecommunications or other technology sectors is a plus and preferred.
• Experience working with and presenting to Sr. Leadership levels.

*LI-CS-PS1