Client Introduction:

In this role, you will have the opportunity to work closely with one of our esteemed clients. This client is a global leader in the Banking Industry, known for its commitment to quality and innovation. They have chosen Dautom as their trusted partner for their upcoming projects.

Job Title: Business Analyst - CRM

This role should have the capability of business analysis, project management, and technical skills in managing and implementing CRM strategies and systems within an organization.

Key Responsibilities:

CRM Strategy Development and Implementation:

• Collaborate with senior management to define and develop CRM strategies that align with business goals.

• Lead the planning and implementation of CRM projects, ensuring they are delivered on time, within scope, and budget.

• Analyze business processes and customer interactions to identify opportunities for CRM initiatives to enhance customer satisfaction and loyalty.

Project Management:

• Manage the entire lifecycle of CRM projects, from conception through implementation and post-launch support.

• Coordinate with internal teams and external vendors to ensure smooth execution of projects.

• Monitor project progress, adjust as necessary, and report on milestones and outcomes to stakeholders.

• Conduct in-depth analysis of business requirements to inform CRM strategy and system customization.

• Translate business needs into technical requirements for the CRM system.

• Evaluate the effectiveness of CRM strategies and tools, recommending improvements or new technologies as needed.

Stakeholder Management:

• Serve as the primary liaison between the IT department, external vendors, and business units regarding CRM initiatives.

• Ensure clear communication and understanding of CRM strategies, projects, and outcomes across all levels of the organization.

• Gather feedback from users and stakeholders to continuously improve CRM effectiveness.

Training and Support:

• Develop and deliver training programs for users on how to effectively use the CRM system.

• Provide ongoing support and guidance to users, addressing any issues or concerns with the CRM system.

• Create documentation and resources to assist users with CRM processes and best practices.

Skills and Qualifications:

• Bachelors degree in Information Technology, or related field.

• Proven experience in project management and business analysis, specifically with CRM systems.

• Strong understanding of CRM principles, technologies, and trends.

• Excellent analytical, problem-solving, and decision-making skills.

• Strong leadership and team management abilities.

• Effective communication and interpersonal skills, with the ability to interact with a variety of stakeholders.

• Experience with CRM software is highly desirable.

• Project management certification (e.g., PMP) or CRM certification (e.g., Salesforce Admin) can be advantageous.

Benefits and Perks:

• Competitive salary and bonus structure.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and growth.
• Flexible work arrangements, including remote work options.
• Employee recognition programs and a collaborative team environment.

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