CRM Business Analyst

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.