CRM Process Analyst

CRM Process Analyst

As the Customer Relationship Management (CRM) Process Analyst, you will play a crucial role in optimizing our CRM processes, identifying areas for improvement, and implementing efficient workflows to enhance our customer relationship management capabilities. Your expertise in process analysis, data-driven insights, and CRM best practices will be instrumental in ensuring the successful development and deployment of our new CRM system.

 QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Business Administration, Information Technology, or a related field
• Proven experience of at least 5 years as a CRM Process Analyst or in a similar role, with a focus on CRM development projects.
• CRM certifications (e.g., Salesforce Administrator, HubSpot CRM, Microsoft Dynamics) are a plus.
• Project management experience with a track record of managing and delivering CRM process improvement projects.
• In-depth knowledge of CRM processes, functionalities, and best practices, with hands-on experience in CRM system implementations.
• Proficiency in process analysis methodologies and tools, with experience in process mapping and optimization for CRM systems.
• Strong data analysis skills, including the ability to interpret CRM data and provide actionable insights.

 SPECIALISED SKILLS, TECHNICALS/LEARNED DISCIPLINE:

• Excellent communication and interpersonal skills, with a proven ability to collaborate with diverse stakeholders, including technical teams and business users.
• Exceptional analytical, verbal, and written communication skills.
• Critical attention to detail with a high level of accountability
• Ability to adapt to a dynamic environment.
• Excellent interpersonal, problem-solving, and troubleshooting skills.
• Excellent decision-making and team-building skills.
• Ability to meet stringent deadlines.
• Excellent customer service skills.

 RESPONSIBILITIES:

 CRM Process Analysis and Mapping:

• Conduct a thorough analysis of existing CRM processes to identify pain points, inefficiencies, and opportunities for enhancement.
• Create comprehensive process maps, flowcharts, and diagrams to visualize and document CRM workflows and interactions with other business functions.

 Process Improvement for CRM:

• Collaborate with stakeholders, including sales, marketing, customer support, and IT teams, to gather requirements and identify CRM process improvement opportunities.
• Utilize CRM best practices and industry standards to streamline CRM processes and enhance user experience.

 Data Collection and Analysis for CRM:

• Collect and analyze data related to CRM performance, user activities, and customer interactions.
• Interpret CRM data to provide actionable insights that drive data-informed decision-making and customer-centric strategies.

  CRM Implementation Support:

• Support the CRM development team in implementing process changes and system enhancements based on approved improvements.
• Ensure that CRM processes align with business objectives and user requirements.

 Cross-Functional Collaboration for CRM:

• Collaborate closely with cross-functional teams, including developers, data analysts, and business stakeholders, to ensure seamless integration and alignment of CRM processes with overall business objectives.

 CRM Training and Adoption:

• Assist in developing training materials and conducting training sessions for end-users to ensure a smooth adoption of the new CRM system and optimized processes.
• Provide ongoing support to CRM users, addressing inquiries and troubleshooting issues related to CRM processes.

 Continuous Improvement for CRM:

• Foster a culture of continuous improvement within the CRM team, encouraging innovative ideas and proactive problem-solving.
• Regularly review CRM processes to identify additional opportunities for optimization and enhancement.

 Documentation and reporting for CRM:

• Maintain detailed documentation of CRM process analysis, improvement plans, and implementation outcomes.
• Generate reports and dashboards to track CRM performance metrics and the impact of process improvements on key business indicators.

 PERFORMANCE CRITERIA

• Maintain high productivity.
• High levels of accuracy.
• Deadlines are consistently maintained.
• Confidentiality is maintained.
• Provide effective and efficient communication.
• Team satisfaction.

 SPECIAL CONDITIONS ASSOCIATED WITH THE JOB 

• Normal office environment
• Very high paced environment
• Required to work outside of normal working hours as required.
• Deadline Driven
• Hour of work – Monday to Friday 8:00 a.m. – 5:00 p.m.

Note: These responsibilities may be reviewed and updated from time to time to keep aligned with the company’s needs.

                          Application Deadline: Tuesday, August 29, 2023