Global CRM & Service Analyst | Salesforce Enablement

WS Audiology Group; Poznań; On-site; PLN 120,000 - 180,000; Full time

Job summary

WS Audiology Group is seeking a Business Analyst to own day-to-day CRM analysis and coordination, partnering with CRM Product Owners to turn requirements into practical solutions. You will be the first contact for CRM users in global teams, guiding, training, and enabling Salesforce-driven improvements.

You will join a global CRM setup, collaborating across functions and countries to influence case management and end-to-end processes in a large, international organization.

Qualifications

• 3–5 years of professional experience in business analysis, CRM, or process management.
• Experience with quality processes, complaint handling, incident management or case escalations.
• Experience with a market-leading CRM system; Salesforce preferred; process knowledge valued over tool depth.
• Experience driving end-to-end process improvements in large or global organisations.
• Experience training or supporting end users and translating business needs into solutions.
• Understanding of a B2B environment and ability to represent business needs to IT.
• University degree in Business, IT, R&D or related field; English fluency.

Responsibilities

• Drive analysis and continuous improvement of global Complaint, Incident, and case escalation processes.
• Be the first point of contact for CRM users, providing guidance and issue resolution.
• Train end users on Salesforce and CRM processes, developing training materials.
• Translate business requirements into actionable CRM improvements.
• Coordinate CRM-related projects across stakeholders and functions.
• Document processes and manage Salesforce change requests with business and IT.
• Connect CRM with Customer Service, Quality, Manufacturing, Distribution to strengthen end-to-end processes.
• Contribute to CRM product direction, governance, and agile delivery practices.

Skills

Business analysis

CRM

Process management

Salesforce

Stakeholder management

English fluency

Education

Bachelor's degree

Tools

Salesforce CRM

Job description

WS Audiology Group is seeking a Business Analyst to own day-to-day CRM analysis and coordination, partnering with CRM Product Owners to turn requirements into practical solutions. You will be the first contact for CRM users in global teams, guiding, training, and enabling Salesforce-driven improvements.

You will join a global CRM setup, collaborating across functions and countries to influence case management and end-to-end processes in a large, international organization.