CRM Business Analyst

LHH; Napoli; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading global cruise company seeks a CRM Business Analyst to drive its transformation program. The role involves extensive collaboration with technical stakeholders to define and implement CRM requirements, ensuring effective customer engagement and marketing automation processes. Ideal candidates will have a strong background in CRM tools, analytics, and project management.

Competenze

• 5 years of experience in CRM and business analysis.
• Fluency in English; knowledge of additional languages is a plus.
• Strong analytical and problem-solving skills.

Mansioni

• Gather functional requirements and translate them into functional solutions.
• Participation in software lifecycle and execution of test plans.
• Manage multiple requests and advocate for adherence to best practices.

Conoscenze

Customer Engagement

Marketing Automation

Advanced Analytics

Software Development Cycle

Reporting Tools

Formazione

Master’s Degree in Computer Science

Master’s Degree in Management Information Systems

Strumenti

Salesforce

MS Dynamics

Descrizione del lavoro

For an Italian global cruise company, we are looking for a CRM Business Analyst who will work closely with technical stakeholders and the CRM Manager on a global transformation program. The focus will be on articulating CRM, Customer Engagement, and Marketing Automation requirements, contributing to all phases of CRM evolution: feasibility analysis, design definition, governance of developments, and roll-outs.

Job Requirements

• 5 years of experience in CRM domain and business analysis
• Experience with at least one CRM platform among Salesforce and MS Dynamics
• Knowledge of Customer Engagement, Marketing Campaign Automation, CRM processes, and tools
• Proficiency in reporting and advanced analytics tools for data preparation and visualization
• Strong knowledge of the software development cycle, processes, and tools
• Good understanding of main metrics of attended and unattended channels (CRM and digital sales channels)
• Fluent in English, both oral and written; additional European languages are an advantage
• Master’s Degree in Computer Science, Management Information Systems, or a comparable discipline

Key Responsibilities

• Gather functional requirements from the business, guiding proposals from idea through stage gate approvals to service delivery, considering costs and benefits
• Translate business requirements into functional solutions, ensuring scalability and resilience, and assessing architecture compatibility for integrated design across technologies
• Ensure software certification through execution of defined certification cycles in testing and quality policies
• Participate in the software lifecycle for correct deployment across different environments, facilitating proper execution
• Develop and execute test plans for releases, including system and integration testing
• Break down complex topics into understandable parts for technical and non-technical stakeholders
• Advocate for adherence to standards and best practices, supporting the development team as needed
• Manage multiple requests simultaneously, meeting requirements and deadlines across diverse phases and teams
• Participate in and lead responses to critical operational issues, analyzing, troubleshooting, and identifying root causes, working with globally distributed teams
• Follow and implement specific initiatives based on project plans set by the IT CRM Manager
• Communicate migration activities and issue statuses clearly and promptly for various stakeholders