Implementation Analyst â Customer Intelligence

About

helps retailers transform fragmented customer interactions into actionable Customer Intelligence. From capturing every lead entering a showroom to driving loyalty personalized engagement and omnichannel experiences enables retailers to Acquire Understand Engage Retain and Grow.

As an Implementation Analyst you will play a critical role in translating retail business objectives into successful deployments. You will act as the bridge between customer teams and technology ensuring that our platform delivers measurable business outcomes and exceptional user adoption.

Role Overview

The Implementation Analyst is responsible for understanding retail workflows configuring solutions coordinating implementations and enabling customers to realize value from the platform. This role requires a blend of business consulting process design analytical thinking and hands-on system configuration.

You will work closely with customer stakeholders including business owners marketing teams store managers and operations teams to transform their customer engagement strategies through Customer Intelligence.

Key Responsibilities

Business Discovery & Requirement Gathering

• Conduct workshops and discovery sessions with customer stakeholders to understand business goals operational challenges and customer engagement strategies.

• Gather document and validate business requirements through user stories and process documentation.

• Identify opportunities to improve lead management customer retention loyalty and marketing effectiveness.

• Translate business requirements into implementation plans and platform configurations.

Customer Journey & Omnichannel Design

• Map end-to-end customer journeys across physical stores digital channels WhatsApp email SMS IVR and other engagement touchpoints.

• Design processes that unify customer interactions into a single customer view.

• Ensure alignment between acquisition engagement loyalty and retention objectives.

• Recommend best practices for leveraging Customer Intelligence to improve business outcomes.

Platform Configuration & Implementation

• Configure modules based on customer requirements including:

  • Unified Lead Management

  • CRM and Customer Profiles

  • Task and Workflow Management

  • Customer Segmentation

  • Multichannel Campaign Management (WhatsApp Email SMS RCS IVR)

  • Marketing Automation Journeys

  • Loyalty Programs

  • Feedback and Customer Experience Workflows

  • Analytics and Reporting

• Define workflows business rules and automation logic.

• Support data migration and validation activities.

• Coordinate implementation milestones and ensure timely project delivery.

Testing & Quality Assurance

• Develop test scenarios and support User Acceptance Testing (UAT).

• Validate configured solutions against business requirements.

• Identify gaps troubleshoot issues and coordinate resolutions with internal teams.

• Ensure implementation quality before customer go-live.

Customer Enablement & Change Management

• Conduct end-user training sessions for business and operational teams.

• Create user guides training documentation and adoption plans.

• Gather customer feedback during rollout phases.

• Drive platform adoption by helping users understand both functionality and business impact.

Post Go-Live Success

• Monitor early adoption and implementation success metrics.

• Provide recommendations to optimize platform usage.

• Identify opportunities for additional value creation through advanced use cases.

• Act as a trusted advisor to customers on Customer Intelligence best practices.

Qualifications

Required

• Bachelors degree in Business Engineering Information Systems Marketing or a related field.

• 25 years of experience in software implementation business analysis consulting CRM implementation or customer success roles.

• Strong requirement gathering and stakeholder management skills.

• Experience documenting business processes and translating them into functional requirements.

• Excellent communication and presentation skills.

• Strong analytical and problem-solving abilities.

• Ability to manage multiple projects and stakeholders simultaneously.

Preferred

• Experience working with retail e-commerce jewellery fashion grocery or consumer brands.

• Familiarity with CRM and marketing automation platforms.

• Understanding of customer lifecycle management and loyalty programs.

• Exposure to omnichannel engagement strategies.

• Knowledge of UAT processes and implementation methodologies.

• Experience working in SaaS environments.

What Success Looks Like

In this role success means:

• Customers achieve smooth and timely implementations.

• Business teams adopt the platform with confidence.

• Retailers gain a unified understanding of their customers.

• Customer Intelligence initiatives translate into measurable business outcomes such as improved lead conversion stronger retention and increased customer engagement.

Why Join

At you wont just implement softwareyou will help retailers transform the way they understand and engage their customers. Every implementation contributes to our mission of helping businesses turn customer data into Customer Intelligence that drives growth.

Employment Type : Full Time
Experience: years
Vacancy: 1