Senior CRM Business Process & Change Management Analyst

RHB Bank; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is seeking a Senior CRM Business Process & Change Management Analyst. This role involves collaborating with stakeholders to gather CRM requirements, mapping and optimizing customer interactions, and providing user training and support. The ideal candidate will facilitate change management and maintain communication with stakeholders to align CRM strategies with business objectives. This position offers a dynamic environment with opportunities for professional growth.

Qualifications

• Experience in gathering requirements from stakeholders and conducting vendor workshops.
• Strong skills in process mapping and optimization in CRM contexts.
• Ability to develop training materials and support end-users effectively.

Responsibilities

• Collaborate with stakeholders to identify CRM requirements through workshops.
• Map customer interaction processes and recommend improvements.
• Develop training materials and conduct sessions for end-users.

Job description

Senior CRM Business Process & Change Management Analyst

• Requirements Gathering: Collaborate with stakeholders to identify CRM requirements through vendor workshops.
• Process Mapping and Optimization: Map current customer interaction/ sales processes and identify bottlenecks. Recommend process improvements and system design that meets the sales users’ requirements.
• 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.

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