POSITION OVERVIEW :

The Principal CRM Business Analyst will be responsible for the analysis, design, and optimization of our CRM system and related processes to maximize customer satisfaction, streamline operations, and contribute to the overall success of our organization.

The Principal CRM Business Analyst will be focused on executing, collaborating with the team in leading center, and delivering defined deliverable from the business in the CRM solution &/ service.

KEY RESPONSIBILITIES :

CRM Analysis and Strategy :

- Lead the evaluation of the existing CRM system and processes to identify opportunities for improvement.

- Work closely with cross-functional teams to define CRM strategies aligned with business goals and customer needs.

Requirements Gathering and Documentation :

- Collaborate with stakeholders to gather and document CRM system requirements.

- Translate business needs into functional and technical specifications.

System Configuration and Integration :

- Configure the CRM system to meet specific business requirements.

- Manage CRM integrations with other systems, ensuring data consistency and seamless processes.

Data Analysis and Reporting :

- Analyze customer data to identify trends, opportunities, and areas for improvement.

- Create and maintain reports and dashboards to support data-driven decision-making.

User Training and Support :

- Provide training and support to end-users to ensure effective and efficient use of the CRM system.

- Troubleshoot and resolve CRM-related issues as they arise.

Process Improvement :

- Optimize CRM-related processes to enhance customer engagement and satisfaction.

- Implement best practices and automation to streamline workflows.

CRM Project Management :

- Lead CRM projects from inception to completion, ensuring that they are delivered on time and within budget.

- Manage project scope, schedule, and resources effectively.

TEAM :

- Reports to : Sr. Manager of Automation

- Team Members : Leading Centers

REQUIRED EXPERIENCE & SKILLS :

- Bachelors degree in business, Information Technology, or a related field. Advanced degree or relevant certifications are a plus.

- A minimum of 10-15 years of experience as a Business Analyst in CRM systems, with a strong track record of successful CRM implementations and enhancements.

- In-depth knowledge of CRM software and tools (e.g., Salesforce, Microsoft Dynamics, or similar platforms).

- Proficiency in data analysis and reporting tools.

- Computer skills including configuration and customization of Dynamics 365 CE, Power Apps, Power Automate, Power BI, Microsoft Office with excellent Excel and Outlook skills, ERP integrations, Business Intelligence reporting, relational database concepts.

- SAP, Tableau, SQL, SSRS, SSAS, SharePoint, Networking, JavaScript, C++, Scribe, North52, Hubspot, project management, business analysis, software quality assurance, Lean Six Sigma experience a plus.

- Strong project management skills, with the ability to manage multiple projects simultaneously.

- Excellent communication and collaboration skills to work with stakeholders at all levels.

- Analytical mindset with a problem-solving orientation.