Business Process Analyst (CRM Implementation & Optimization)

RMA Group, headquartered in Bangkok, Thailand, is a multi-sector group with over 9,000 employees and an operational presence in 14 countries. For almost 40 years, we have developed enduring partnerships to support the needs of our clients, underpinned by the core values of innovation, integrity, and endurance. Through its various businesses including RMA Automotive, Global Fleet Sales, Comin Asia, and Express Food Group (EFG), RMA Group has established itself as the partner of choice for leading automotive, equipment, engineering services, and food brands in Southeast Asia and beyond.

Job Summary:

We are seeking a dynamic and analytical Business Process Analyst to join our team. This role will be pivotal in analyzing, documenting, and optimizing our core business processes, with a focus on implementing and enhancing our Customer Relationship Management (CRM) system. The ideal candidate will possess a strong understanding of business workflows, exceptional analytical abilities, and the capacity to translate business needs into actionable CRM configurations and process improvements. You will play a crucial role in driving operational efficiency, improving data-driven decision-making, and enhancing customer experience through effective CRM utilization.

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.2
• Proficiency in using process mapping tools (e.g., Visio, Lucidchart).
• Experience in creating reports and dashboards.

Preferred Qualifications:

• Experience with data visualization tools.
• Knowledge of project management principles.
• Experience with database concepts.

RMA Group is an equal opportunity employer, with a diverse group of colleagues globally representing different cultures, backgrounds, and beliefs. Our values of Innovation, Integrity, and Endurance are embedded in what we do, and we welcome applicants who are committed to respecting diversity of thought and living our values on a day-to-day basis.