Salesforce CRM Optimization & Adoption Analyst

Affin Bank Berhad; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Affin Bank Berhad is seeking an experienced CRM & Business Analyst to drive enhancements for Salesforce FSC and SFMC, improve data integration, and boost user adoption. You will collaborate with users and technical teams to ensure scalable, accurate solutions and maintain strong governance over data flows.

The role requires 3–5 years in CRM/BA with hands-on Salesforce experience, strong requirements gathering, and excellent stakeholder management.

Qualifications

• Bachelor's degree in IT, CS, BIS, or related field.
• 3–5 years in CRM, BA, digital transformation, or related areas.
• Hands-on Salesforce experience, preferably FSC and/or SFMC.
• Strong requirements gathering, process analysis, documentation, and stakeholder management.
• Knowledge of Salesforce integrations, data governance, data quality, and reporting.
• Familiarity with Agile delivery and CRM enhancement projects.
• Excellent analytical, communication, and presentation skills.
• Experience in banking/financial services is a plus.
• Salesforce certifications are preferred.
• Experience in user adoption, change management, and data-driven improvements would help.

Responsibilities

• CRM Enhancement & Optimization: collaborate with users and tech teams to implement FSC/SFMC enhancements that are scalable and user-friendly.
• Business Requirements & Process Analysis: gather, document, and translate business needs into use cases and process flows.
• Data Integration & Governance: oversee data integration, maintain data quality rules, ensure governance compliance.
• Project Documentation & Reporting: keep up-to-date documentation and create reports/dashboards for decisions.
• Collaboration & Communication: liaise with developers, project managers, and leaders to drive CRM initiatives.
• BAU Support: provide backup support for BAU CRM requests, access management, and issue resolution within SLAs.

Skills

Requirements gathering

Stakeholder management

Analytical thinking

Communication

Change management

Education

Bachelor's degree in Information Technology / Computer Science

Tools

Salesforce FSC

Salesforce SFMC

Data integration tools

Dashboards & reporting

Job description

Affin Bank Berhad is seeking an experienced CRM & Business Analyst to drive enhancements for Salesforce FSC and SFMC, improve data integration, and boost user adoption. You will collaborate with users and technical teams to ensure scalable, accurate solutions and maintain strong governance over data flows.

The role requires 3–5 years in CRM/BA with hands-on Salesforce experience, strong requirements gathering, and excellent stakeholder management.