CRM Business Analyst

Job Description:

Position Overview:

We are seeking a dynamic and experienced CRM Business Analyst to support our global CRM initiatives. This role is critical in ensuring effective user adoption, driving process optimization, and enabling data-driven decision-making through robust reporting and collaboration with cross-functional teams worldwide. The CRM Business Analyst will bridge the gap between business needs and technical execution, ensuring our CRM platform evolves in alignment with global business strategies.

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.

Qualifications:

 Bachelor’s 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.