Business Analyst - CRM

Purpose and Mission

We are seeking a highly skilled and proactive Senior Business Analyst to join our Advanced Digital Services team supporting CRM, Customer Service, eCommerce and Marketing platforms. This role will be pivotal in partnering with internationally dispersed commercial teams to drive business value through CRM and Digital platforms. Business Analyst should have strong experience in Agile methodology, excellent stakeholder management skills, and a deep understanding of business process modelling and requirement elicitation for CRM, Marketing and eCommerce capabilities.
The Business Analyst needs to collaborate with Product owners, Product Managers, Digital Solution Managers and Internal stakeholders to define business and functional requirements, drive solution design and enhance customer experience across product tracks. The role is responsible for ensuring measurable ROI, promoting product adoption and delivering sustained business value.  The ideal candidate combines strong domain expertise across (Dynamic CRM, Ecommerce and Digital Marketing for (B2C, B2B and Customer engagement portals) with Digital delivery Excellence 

Key Activities and Responsibilities

Your Impact

As a Senior Business Analyst, you represent the “voice of the product” by setting the overall strategic vision of the product. You are accountable for succeeding against identified metrics, managing ROI of the product and setting short- and long-term product goals. You co-own product responsibilities with the product owners, solution architects and identifying 
digital solutions to meet business and financial objectives. 

Key Responsibility Areas

• Collaborate with the Business stakeholders to define and implement the Digital Customer and Commercial roadmap for commercial and sales team leveraging CRM solution, B2B customer portals, B2C ecommerce sites and integrated platforms. Driving the optimization and streamlining of product operations in line with the organization’s business objectives.
• Dive deep into business processes and customer touch points, and support stakeholder interviews, ideation, and design workshops with the businesses to identify opportunities for digital value creation in the commercial domain.
• Collaborate with product owners and other internal / external stakeholders to define requirements and priorities. Drive product release plans and engage business stakeholders in identifying technology-based innovation opportunities.  
• Lead process design of complex integrations between web store, CRM, SAP and third-party logistics (3PL) to ensure a seamless "omnichannel" experience.
• Define and document requirements for integrations to ensure real-time data sharing for inventory, customer profiles, and customer service points across all touchpoints.
• You are detailing out features provided by Product Owners and Business Domain Experts and translate those into user stories, including acceptance criteria, as a basis for further user story grooming.
• You support the product implementation and change management needs.
• Resolves inquiries by coaching users on working within the existing applications; supports end-user requests for reports, Key Performance Indicators (KPIs), dashboards, and other ad hoc needs. Guides and advises users when change requests are needed for more involved system customizations or developments.
• Provides guidance and support to end-users, ensuring that business applications adhere to consistent usage conventions, best practices, and data integrity, while ensuring compliance with data privacy and security regulations and implementing protective measures for customer data.
• Support the team in preparing training materials that educate end-users on how to work with business applications and train users to drive adoption, usage, and best practices.
• Creates and executes test scenarios to ensure all project requirements and enhancements meet the highest quality standards.
• Monitors and assesses the CRM platform and eCommerce portals performance, gathers feedback, and recommends platform improvements.
• Align IT's operational SLAs and KPIs with those of the sales and marketing functions. Manage business escalations and drive solutions through interventions when necessary. 

Skills

• You have a bachelor’s or master’s degree in a relevant field and possess 8 to 10 years of relevant work with CRM, B2B and/or B2C experience in digital product development, from analysing to defining, prototyping, building, and implementation. 
• Strong experience in partnering with Business Leaders and Product Owners to understand business processes and identify opportunities for innovation /  improvement, define the product vision for digital customer and commercial, ensuring it aligns with business goals, market needs and customer requirements. 
• You are passionate in digital transformation, digital marketing, and commerce. By getting a thorough understanding of systems and processes, you identify blockers and opportunities for the business and customers in these domains.
• Customer/user-centric approach, ensuring a deep understanding of their needs and preferences.
• You have a proven track record in digital use case development and implementation and a relentless focus on value creation.
• Knowledge of different user research techniques, including surveys, interviews, and usability testing. 
• Proficiency in design software like Figma, Adobe Photoshop, and prototyping tools for design collaboration.
• Proficiency in agile project management practices, demonstrating familiarity with agile methodologies.
• Expertise in establishing business and digital KPIs to track the performance of digital solutions and continuously improve them based on data and analysis. 
• Experience in working with geographically distributed team, acting as data steward protecting data assets and interest of the organization in validating and governing the customer and consumer data practices and processes.
• You possess excellent interpersonal skills to drive transformation and effectively manage stakeholders. Curiosity, critical thinking, and a collaborative mindset are key attributes.
• You have excellent communication skills.