Responsibilities:

Process Analysis & Documentation:

• Conduct comprehensive analysis of existing business processes across various departments (sales, marketing, customer service, etc.).

• Develop detailed process maps, flowcharts, and documentation to visualize and understand current workflows.

• Identify process inefficiencies, bottlenecks, and opportunities for optimization.

• Gather and meticulously document business requirements from stakeholders.

CRM Implementation & Optimization:

• Translate documented business processes into functional specifications for CRM system configuration.

• Collaborate with implementation teams to ensure accurate and efficient system setup and integration.

• Configure and customize CRM modules to align with business requirements.

• Develop and execute test plans to validate system functionality and data integrity.

• Provide end-user support and training on CRM system utilization.

Data Analysis & Reporting:

• Analyze CRM data to identify trends, patterns, and insights that support business decisions.

• Develop and generate reports and dashboards to track key performance indicators (KPIs) and monitor process effectiveness.

• Use data analysis to identify areas for process improvement and optimize CRM performance.

• Work with stakeholders to define and refine data requirements.

Stakeholder Communication & Collaboration:

• Act as a liaison between business stakeholders and technical teams.

• Conduct workshops and meetings to gather requirements, provide updates, and facilitate discussions.

• Communicate effectively with all levels of the organization.

• Facilitate change management activities related to CRM implementation and process improvements.

Continuous Improvement:

• Monitor and analyze CRM performance and process efficiency to identify areas for ongoing enhancement.

• Recommend and implement process improvements to enhance efficiency, effectiveness, and customer satisfaction.

• Stay up-to-date on CRM best practices and industry trends.

• Create and maintain comprehensive documentation of CRM system processes and configurations.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.

• Proven experience1 as a Business Process Analyst, with a focus on CRM systems.

• Strong understanding of business process modeling and documentation techniques.

• Experience with CRM systems and related technologies.

• Excellent analytical and problem-solving skills.

• Strong data analysis and reporting skills.

• Excellent communication and interpersonal skills.

• Ability to work independently and collaboratively in a team environment.

• Proficiency in using process mapping tools (e.g., Visio, Lucidchart).

• Experience in creating reports and dashboards

• Experience with data visualization tools.

• Knowledge of project management principles.

• Experience with database concepts.