Analyst, CRM Business Process & Change Management

Objective:

• Optimize the use of CRM systems to enhance customer experience journey and interactions, improve sales processes and drive overall business efficiency.
• Define and improve CRM process flows and connecting platforms (through definition of best practices, generate ideas for improvement and management of special projects).
• Prepare and review CRM solution documents with users and work with IT team to configure CRM systems and ensure they align with business needs.
• Drive effective adoption of CRM solution and practices through conducting training, handling Q&A support and prepare change management materials.

Responsibilities:

• Requirements Gathering: Collaborate with stakeholders to identify CRM requirements. Conduct interviews, workshops and surveys to gather and document detailed user requirements.
• Process Mapping and Optimization: Map current customer interaction/ sales processes and identify bottlenecks. Recommend process improvements to enhance efficiency and customer experience. Drive initiatives for continuous improvement based on user feedback and changing business needs.
• User Training and Support: Develop training materials and conduct training sessions for end-users. Provide ongoing support to users, addressing any issues or questions regarding the CRM system.
• Change Management and Stakeholders Communication: Maintain regular communication with stakeholders to update them on project progress and gather feedback. Facilitate discussions to ensure alignment between CRM strategies and business objectives.

Requirements:

• Business Skills: Strong business acumen and knowledge of business processes and CRM best practices. Strong analytical to identify process improvement opportunities. Good written and communication skills to prepare clear and accurate CRM solution documentations. Aptitude for identifying issues and developing practical solutions. Strong collaboration skills to work with people of diverse culture and skillset.
• Experience: Minimum 5 years’ experience in system development projects with minimum 3 years in either Business Process Re-engineering or Change Management (in CRM implementation would be of advantage).
• Technical Skills: Experience with CRM solutions (Salesforce, CRM Next, Microsoft Dynamics) especially in Financial Service industry is an added advantage. Strong skills in using MS Excel, MS Word and process flow tools.
• Education: Bachelor in degree in business administration, information technology, or a related field.