CRM Business Analyst

In this role, the ideal candidate would contribute towards defining and leading CRM transformation of a company and positively influence the perception that the consumer, customers, partners, and wholesalers have while interacting with the retailer across digital touch-points.

Partnering with markets to co-create product strategy, drive product roadmaps and measuring success and implement improvements deriving from learnings are just a few of the key areas of responsibility of this role.

Responsibilities:

Scope: Accountable for a wide range of CRM products

CRM Product Ownership:

• Manage the evolution of a products / within CRM area; Customer Onboarding, Customer Service, NPS, Customer 360.
• Manage dependencies /Integrations with other digital functions: ERP, OMS, ecommerce, Marketing.
• Partner with the IT organization to deliver product increments.
• Clearly define the requirements/user stories to assure that the IT team is able to technically devise a solution that is then delivered once the requirement gets prioritized;
• Consistently measure the value being added by the different product functionalities being delivered, and use those to drive fact-based conversations to prioritize the highest value adding functionalities;
• Provide timely status report and visibility into the progress of the work being done on a sprint basis;
• Be recognized as the subject matter expert responsible for driving constant innovations and ongoing development/enhancement through all possible touch points (online and offline channels)
• Develop use cases for deploying the consumer profiles across outbound and inbound consumer journeys.

Functional Expertise:

• Contact Center Servicing: Call center management, IVR, Call Routing, Workforce Management, Agent /Supervisor operating model, performance reporting, Quality Management, Coaching.
• Service Management: Customer onboarding, Incident Management, Omnichannel Interactions, Collaboration and knowledge sharing, Next Best Action Frameworks, Self Service capabilities, Connected Experience (Customer 360), Service Analytics and Reporting.
• CRM Ecosystem: Digital Sales (online commerce) touchpoint with customer service, NPS, Single View of Customer, Marketing touchpoints with customer service.

Technical Expertise:

• Understanding of Salesforce Service Cloud: Lightning Service Console, Case Management, Workflow and Approvals, Omni-channel Routing, Telephony Integration, Social Customer Service, Automation with Macros, Account and Contact Management, Custom Reports and Dashboards, Asset and Order Management.  

Stakeholder Management:

• Drive a regular communication cadence within own product team;
• Foster a collaborative working environment and forge meaningful working relationships that drive a high-performance culture;
• Together with markets and team members, define a set of best practices and lessons learned in the digital domain to ensure the wide spread of knowledge across the team;
• Manage daily operational activities being performed by external team members belonging to different external vendors;
• Support customer service Operating Models. Provide training, consultancy and continuous support to markets the current and future operating models.

 

Requirements

• Bachelor’s degree in computer science or comparable degree.
• 4+ years of professional experience in multi-national business environment (thereof 3+ year experience as a product manager in a Digital environment). Work with Online to Offline products and strategies is beneficial.
• 4+ years of experience in leading a team
• Hands-on experience with CRM / Service experience management, from either a business-user perspective or a development perspective;
• Experience in working with stakeholders and experts at various organizational levels.
• Experience in creating strong internal business cases to support investment and internal resource requests
• Experience as a Business Analyst in multiple CRM product areas or digital domains
• Passion for innovation in the field of CRM technology
• Team Player with high resilience and a solution oriented attitude
• Self-starter with proven experience in delivering consumer related capabilities together with IT and vendor teams;
• Experience in product management and/or working using agile/SCRUM methodologies
• Good interpersonal, communication skills (written and verbal) and storytelling skills
• Fluent in English

We have an amazing team of 700+ individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 5 retail and CPG companies, leading store chains, fast-growth fintech, and multiple Silicon Valley startups.

What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015 certified. We have a vibrant culture of learning via collaboration and making the workplace fun.

People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves.

To know more about Confiz Limited, visit: https://web.facebook.com/lifeatconfiz