CRM Marketing Senior Analyst

Role: CRM Marketing Senior Analyst
Practice:Accenture Song Service

Career Level:10 - Senior Analyst
Location: Dublin, Ireland

Role Overview

We are expanding our Accenture Song Marketing CRM practice in Ireland and are seeking a CRM Marketing Analyst to support the analysis, design, and delivery of customer-focused CRM programmes and AI-enabled solutions. Working within multidisciplinary client teams, you will help organisations understand their current customer journeys, processes, data, and marketing technology landscape, and identify how CRM, automation, and AI can enable more relevant, efficient, and connected customer engagement.

This role sits at the intersection of CRM strategy, customer experience, data, marketing technology, and AI-enabled solutions. You will gather and analyse requirements, assess current-state capabilities, identify operational and technology gaps, and translate findings into clear journey maps, service blueprints, recommendations, and delivery requirements.

You will work closely with client stakeholders and Accenture Song strategy, content, media, data, technology, and delivery teams. You will bring a structured and curious approach to understanding complex problems, documenting evidence, facilitating workshops, and helping teams move from current-state insight to a clearly defined future-state solution.

Key Responsibilities 

Client Discovery & Business Analysis 

• Plan and support discovery activities, including stakeholder interviews, workshops, requirements gathering, process mapping, and reviews of existing CRM documentation and performance data. 

• Analyse current customer journeys, lifecycle communications, operating processes, and channel interactions to identify pain points, gaps, dependencies, and opportunities for improvement. 

• Document findings clearly and communicate them to marketing, technology, data, and operational stakeholders through concise presentations, process maps, requirements, and recommendations. 

CRM Analysis & Solution Design 

• Translate business objectives and customer needs into documented CRM capabilities, business requirements, user stories, acceptance criteria, and prioritised recommendations. 

• Support audits of CRM and marketing technology platforms, assessing current capabilities, integrations, data flows, adoption, and process alignment against business and customer needs. 

• Map customer journeys and lifecycle communications, using qualitative and quantitative insight to identify moments that matter, experience gaps, and opportunities for personalisation, orchestration, automation, and responsible use of AI. 

• Develop as-is and to-be service blueprints that connect customer interactions with people, processes, data, technology, and operational dependencies, and support the definition of an achievable transition roadmap. 

Collaboration & Practice Contribution 

• Work as part of multidisciplinary teams across CRM strategy, content, media, creative, data, technology, and delivery, ensuring that analysis and requirements remain connected to customer and business outcomes. 

• Partner with project managers, product owners, architects, designers, and developers to clarify requirements, resolve questions, manage dependencies, and maintain alignment throughout delivery. 

• Contribute to the growth of the Marketing CRM practice by supporting pitch teams with research, market and client insight, case studies, capability materials, and clearly structured solution content. 

We’re looking for a structured, curious, and collaborative analyst who enjoys learning and turning complex information into clear findings and practical recommendations. You will listen carefully, ask thoughtful questions, pay attention to detail, and take ownership of your work, with support and coaching from experienced colleagues. 

• More than 2 years experience working as a business analyst, CRM analyst, customer experience analyst, or consultant within a digital, marketing, technology, or professional services environment. 

• Foundational understanding of CRM, customer journeys, customer data, segmentation, personalisation, marketing automation, and how technology and AI can support connected customer experiences. 

• Comfortable engaging with different stakeholders, gathering information, asking thoughtful questions, and contributing to workshops. 

• Exposure to CRM, marketing, customer experience, or digital transformation projects, with an interest in developing skills across discovery, requirements gathering, current-state assessment, future-state design, and client-ready deliverables. 

• Clear written, visual, and verbal communication skills, with the ability to organise information and contribute to presentations, journey maps, service blueprints, process flows, and requirements documentation. 

• Experience of CRM and marketing technology platforms such as Salesforce Marketing Cloud, Adobe Experience Cloud, HubSpot, Braze, or Microsoft Dynamics is helpful. An interest in learning about integrations, data, workflows, adoption, and AI-enabled solutions is equally important. 

Desirable Qualifications 

• Background in business analysis, CRM consulting, marketing technology, customer experience design, service design, or digital transformation. 
• Experience using business analysis and service design methods such as requirements workshops, user stories, process mapping, customer journey mapping, service blueprinting, gap analysis, and prioritisation. 
• Experience in B2C and/or B2B industries, ideally including retail, FMCG, financial services, or healthcare, with an understanding of how regulatory, data privacy, consent, and operational constraints affect CRM and AI-enabled delivery. 

About Accenture

Visit us at www.accenture.com 

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