Business Analyst - CRM & BI
Job Summary:
This role involves analyzing customer data within the CRM system, identifying trends, and creating actionable insights through Business Intelligence (BI) tools to optimize customer engagement, enhance business processes, and support strategic decision-making for sales, marketing, and customer service teams.
Key Responsibilities:
- Requirements Gathering:Elicit, analyze, and document business requirements for CRM system enhancements and new BI solutions.
- Data Analysis:Analyze customer data to uncover trends, segment audiences, and provide insights for targeted campaigns.
- BI & Reporting:Design, develop, and maintain dashboards, reports, and visualizations (KPIs, ROI, conversion rates) in BI tools (e.g., Tableau, Power BI).
- System Configuration:Support CRM configuration, customization, and data quality management.
- Liaison:Act as a bridge between business stakeholders (Sales, Marketing) and IT/development teams.
- Process Improvement:Identify opportunities to optimize CRM workflows and customer journeys.
- Testing & Support:Participate in User Acceptance Testing (UAT) and provide ongoing user support/training.
- Strategy:Help develop CRM strategies for customer retention, loyalty, and marketing effectiveness.
Qualifications & Skills:
- Technical:Proficiency in SQL, CRM platforms (Salesforce, HubSpot), BI tools (Tableau, Power BI), data analysis,data modeling.
- Analytical:Strong problem-solving, critical thinking, and data interpretation skills.
- Soft Skills:Excellent communication (written/verbal), collaboration, attention to detail, and organizational skills.
- Experience:Familiarity with Agile methodologies (Scrum/Kanban).
