Senior CRM Business Analyst

Description:

We are seeking an accomplished Senior CRM Business Analyst to join our Business Technology Group (BTG), specializing in CRM & Business Applications.

This role is pivotal in driving CRM strategy, optimizing sales and customer relationship processes, and ensuring CRM platforms deliver measurable business value.

The ideal candidate will act as a strategic bridge between business stakeholders and technology teams, providing leadership, direction, and hands-on expertise across CRM initiatives.

Key Responsibilities:

CRM Strategy & Leadership:

- Own and drive the CRM roadmap aligned with Sales, Customer Experience, and business growth objectives.

- Act as a subject-matter expert for CRM platforms, guiding best practices and governance standards.

- Provide thought leadership on CRM transformation, scalability, and optimization initiatives.

CRM & Business System Management:

- Oversee administration and configuration of CRM systems, including user access, roles, permissions, and data governance.

- Ensure system stability, performance, and data integrity across CRM environments.

- Lead design and implementation of CRM enhancements, customizations, and platform upgrades.

- Act as the final escalation point for complex system issues and root-cause analysis.

Data, Reporting & Analytics:

- Define and govern CRM data models, KPIs, and reporting standards.

- Analyze CRM and sales data to identify trends, performance gaps, and actionable insights.

- Design executive-level dashboards and reports using CRM and BI tools to support decision-making.

- Ensure data accuracy, consistency, and compliance across all customer and sales data.

Integration & Automation:

- Lead CRM integrations with internal enterprise systems and third-party vendor platforms.

- Drive automation of CRM workflows and business processes to improve operational efficiency.

- Collaborate with development teams on custom applications, APIs, and system integrations.

Stakeholder & Business Partnership:

- Partner closely with senior business leaders, sales leadership, and cross-functional teams to gather and prioritize requirements.

- Translate complex business needs into scalable, technical CRM solutions.

- Lead and contribute to CRM-related projects across planning, execution, testing, and deployment phases.

Training, Documentation & Change Management:

- Define and oversee CRM training strategies for end users and business teams.

- Create and maintain system documentation, SOPs, process flows, and best-practice guidelines.

- Support change management initiatives to ensure high user adoption and business alignment.

Continuous Improvement & Innovation:

- Stay current with emerging CRM, Sales Enablement, and Business Technology trends.

- Proactively identify opportunities to enhance CRM capabilities, user experience, and business outcomes.

- Recommend and evaluate new tools, features, and platforms to strengthen the CRM ecosystem.

Skills & Qualifications:

Experience:

- 12-15 years of overall experience in CRM, Business Analysis, or Business Technology roles.

- Proven experience leading large-scale CRM implementations, enhancements, and integrations.

Technical Skills:

- Hands-on expertise with leading CRM and Sales Performance platforms such as Salesforce, Microsoft Dynamics 365, CRMNext, and Power BI.

- Strong knowledge of data management, reporting, analytics, and CRM architecture.

- Experience with system integrations, automation tools, APIs, and custom application support.

- Solid understanding of CRM-related technologies and enterprise systems.

Business & Functional Skills:

- Deep understanding of Sales, Customer Relationship Management, and business application processes.

- Strong ability to translate business strategy into technical solutions.

- Excellent analytical skills with a data-driven and problem-solving mindset.

Leadership & Soft Skills:

- Excellent stakeholder management and communication skills across technical and non-technical audiences.

- Strong organizational, prioritization, and time-management abilities.

- Ability to work independently, lead initiatives, and collaborate effectively in cross-functional teams.

- Mentorship mindset with the ability to guide junior analysts and team members