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Activate Interactive Pte Ltd
Digital Business Analyst
Job summary
A global athletic footwear retailer is looking for an experienced Digital Business Analyst in Singapore to support CRM and telephony systems. You will lead automation initiatives, collaborate with cross-functional teams, and analyze performance metrics to enhance customer service. The ideal candidate will have at least 3 years of experience with systems like Zendesk and Five9, with a strong problem-solving skill set. Join a company that fosters innovation and teamwork in a fast-paced environment.
Benefits
Qualifications
- Minimum 3 years of experience supporting Zendesk or similar CRM technologies.
- Experience with Five9 or similar telephony systems.
- Exposure to AI and API solutions is highly regarded.
- Enthusiasm for exploring new technologies and contributing to innovative projects.
Responsibilities
- Lead automation and process improvement initiatives to optimize digital support tools.
- Configure workflows, triggers, and macros to enhance customer journeys.
- Collaborate with cross-functional teams to deliver scalable solutions.
- Analyze customer feedback and performance metrics for improvement opportunities.
Skills
Tools
Are you a dedicated Business Analyst with a proven track record in supporting digital solutions, including CRM and telephony systems?
We’re looking for a Digital Business Analyst to join our team in Singapore and help us elevate customer service across the APAC region.
About the role
As a Digital Business Analyst, you will be the primary support for our CRM (Zendesk) and telephony system (Five9), while also contributing to exciting upcoming digital projects.
This role involves a 70/30 split between functional and technical support, working closely with a global team to engage stakeholders, gather requirements, configure systems, administer applications, troubleshoot issues, and support various projects.
What You’ll Do:
- Lead automation and process improvement initiatives to optimize digital support tools like Zendesk.
- Configure workflows, triggers, and macros to enhance customer journeys.
- Collaborate with Customer Service, Marketing, and Engineering teams to deliver scalable solutions.
- Analyse customer and stakeholder feedback, along with performance metrics, to identify improvement opportunities.
- Maintain fresh and relevant self-service content for campaigns and product launches.
- Conduct QA testing on new automation features or integrations (e.g., OMS, CMS).
- Work with global teams to ensure localization and consistency across regions.
- Review customer feedback and satisfaction metrics to identify areas for coaching and improvement
What You’ll Bring:
- Minimum 3 years of experience supporting Zendesk or similar CRM technologies (e.g., Salesforce, Sprinklr).
- Experience with Five9 or similar telephony systems.
- Exposure to AI and API solutions is highly regarded.
- A proactive problem-solver with excellent communication and collaboration skills.
- Zendesk certification (or willingness to obtain).
- Enthusiasm for exploring new technologies and contributing to innovative projects.
- Ability to manage multiple tasks in a high-volume, fast-paced environment.
Why Foot Locker?
At Foot Locker, we don’t just sell sneakers—we create experiences. Join a global brand that values innovation, teamwork, and customer obsession. Be part of a fast-paced environment where your ideas make an impact.
Lace Up for Your Next Career Move at Foot Locker Singapore!Apply now and help us redefine digital customer service at Foot Locker!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.