CRM Business Analyst

Role & responsibilities

CRM Business Analyst

Key Responsibilities:

1. Requirement Gathering & Analysis

• Collaborate with global stakeholders to collect and document business requirements.
• Translate business needs into detailed functional specifications for CRM system enhancements.

2. CRM Optimization & System Enhancements

• Identify and implement CRM process improvements to enhance efficiency, user experience, and system performance.
• Work with developers and vendors to implement features and integrations, ensuring alignment with global business processes.

3. User Adoption & Training

• Develop user-centric training materials, conduct workshops, and provide hands-on support to drive adoption of CRM tools.
• Act as a CRM ambassador to promote consistent usage, best practices, and system benefits across departments and regions.

4. Reporting & Data Analysis

• Design and generate dashboards and reports for sales, marketing, and service functions using CRM tools and business intelligence platforms (e.g., Power BI, Tableau).
• Monitor data integrity and quality; perform root cause analysis and develop corrective action plans where needed.

5. Global Collaboration & Communication

• Work closely with global IT teams and CRM stakeholders to ensure consistent deployment of CRM standards.
• Facilitate communication between regional users and centralized IT teams to prioritize enhancements and support needs.

6. Project Management Support

• Contribute to CRM project planning, risk assessment, and progress tracking.
• Ensure CRM-related initiatives are delivered on time and within scope.

7. Compliance & Governance

• Support data privacy and compliance efforts, ensuring CRM processes adhere to international regulations (e.g., GDPR).

Maintain documentation on data governance, user roles, and access control

Preferred candidate profile

• Bachelors degree in Business, Information Systems, Computer Science, or related discipline.
• 3–5 years of experience as a CRM Business Analyst in a multinational manufacturing organization.
• Expertise in Microsoft Dynamics 365.
• Strong skills in data visualization and reporting tools such as Power BI or Tableau.
• Excellent interpersonal and communication skills with a global mindset.
• Proven ability to lead user training and change management initiatives.