Customer Business Analyst
|Company Name:||Chalhoub Group|
|Employment Type:||Full Time|
|No. Of Vacancies:||1|
|What you’ll be doing |
Partner with Business teams to create lead and inspire the customer and marketing products
Work closely with stakeholders and project owners to collect business objectives and requirements to clearly define, document and scope products, projects and initiatives
Work with the procurement team to provide input into RFP and be part of the customer product selection
Work to overcome obstacles to success and build collaborative relationships with other teams
Own the functional design of the Customer and Marketing Systems/products ( CRM, Clientelling , Customer Service, Voice of Customer, Marketing cloud etc.)
Work across departments to ensure that all stakeholders have input into the final product
Escalate complex problems, where relevant, to ensure swift and efficient resolution
Carry out and communicate the outline and functional design activities on projects/products, working with peers to facilitate successful delivery
Understands and supports the overall customer strategy through partnership with Customer Experience and the key business stakeholders.
Leads requirements gathering, analysis and verification meetings and ensures final requirement statements are accurate, verifiable, consistent, feasible and comprehensive.
Develops alternative views of solutions for the review of Business and Technical teams as appropriate.
Designs high level process flows and provides project leadership to implement defined requirements.
Partners with the technical teams to ensure new technical requirements and changes continue to meet business expectations.
Communicates progress and challenges across multiple functional teams and stakeholders. Effectively presents and communicates with stakeholders and articulates a technical design in business terms to ensure timely delivery and progress.
Writes, coordinates and executes test cases for Functional Testing, Systems Integration Testing (SIT) and User Acceptance Testing (UAT) against documented criteria that proves out scenarios and identifies defects for issue tracking and resolution.
Creates, coordinates and delivers training to ensure end-user readiness (e.g., documentation, demos, videos, etc.).
Provides for the ongoing creation and maintenance of platform documentation.
What you’ll need to succeed
Bachelor’s degree or equivalent required·
Experience in CRM and marketing Products a must
Experience in Salesforce service cloud and marketing cloud preferred
Experience with Customer Journeys and customer marketing concepts a must
Ability to analyze business needs and perform the bi-directional translation of complex business and technical theories to a variety of audiences
Good understanding of business processes to develop reporting based on requirements, metrics and KPIs
Clear understanding of emerging technologies and enhancements that will allow processes improvements and enhanced business functionality
Excellent organizational skills, with proven success in managing multiple priorities and projects
Ability to influence others without a direct reporting relationship in order to achieve desired results
Must have a strong customer service orientation and the ability to work with individuals in various organizational relationships
Ability to communicate effectively, both verbally and in writing, with a varied audience