CRM Business Analyst
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| Job Type | CareersOther |
| Area | London, United KingdomWork From Home, United Kingdom |
| Sector | Technical and Development Jobs |
| Start Date | ASAP |
| Advertiser | Rosie Whelan |
| Job Ref | RW - BA |
| Job Views | 1666 |
- Description
- CRM Business Analyst
Job Type: Permanent
Salary: £50,000 + bonus & package
Location: 2/3 days office (London) 2 WFH
Consultant: Rosie Whelan
The Organisation:
We are working with, the world’s largest premium international schools organisation. Every day, their teachers help 70,000+ students achieve more than they ever imagined possible. When you join Marketing Admissions and Communications team, you’ll become part of a global family of talented and creative experts working for a fast-growing premium internationalbrand.
A transformational education at one of their schools is focused on excellent academic outcomes, creativity, wellbeing, and international connectedness. Their innovative use of educational technology also creates a personalised, 21st century learning experience for all students, while their global scale means they can recruit and retain the world’s best teachers and offer unforgettable events and expeditions.
The Role:
Within this role, you’ll help our client deliver solutions that will optimise performance and the family experience throughout the admissions journey using their unified global CRM that amplifies value to their business.
You’ll also serve as a subject matter expert for Salesforce Sales Cloud and Marketing Cloud solution at the configuration level as well as Salesforce integrations with other systems.This Business analyst will apply CRM agile development principle to ensure success of our clients CRM programme.
As a genuine team-player, you’ll work across their central, regional, and local MAC (Marketing, Admissions & Communications)/CRMteams to improve user adoption and foster a sense of CRM user community. Everything they do is connected to their vision to create a generation of resilient and creative global citizens, who will change our world for the better.
Your role will impact the organisation by providing the best Salesforce support in the education sector. Good support will help user adoption, maintain data integrity and in turn positively influence benefit realisation from the CRM programme.
What you will do:
Planning:
With their Family Experience Journey front of mind, you’ll be responsible for planning a robust requirement gathering process:- Support CRM IT PM to plan development and roll out of new CRM features
- Provide support to CRM project manager, data analyst and dev team to ensure all tasks are done to roll out to a school.
- Work with the CRM team to ensure all requirements are validated and documented to support execution of the CRM roadmap, including gathering requirements for the online enquiry and application forms, Integration requirements, etc.
- Contribute regularly to team discussions and work with regions and schools to gather requirements and write good user stories used to deliver CRM roadmap features across the regions.
- Work with the SF support team to form actionable requirements from the requests raised via the support cases
Driving Performance:
You’ll prioritise new features requests based on conversion rate impact and ROI:- Map our clients business processes following industry recognised principles (eg. BPMN 2.0, six Sigma, etc)
- Write complete user stories to illustrate the requirements for new feature so that Dev team can understand and estimate the work to be done
- Act as a global process guardian, ensuring our clients CRM admission process considered consistently across all user stories or training material
- Capture enhancement requirements from the support cases and create strong user stories to be added to the CRM backlog
Execution:
Attention to detail and seamless execution will be your mantra- Support Product Owner in the agile build and management of the CRM backlog
- Maintain good relationship with the CRM and IT dev and support team.
- Support CRM team during testing phase of each release by writing business scenarios in accordance with the relevant business process and solution design
- Support the execution of CRM roll out for mergers and acquisitions, as needed
- Support the execution of CRM champions training presentations, workshops, as needed, after securing approval from all parties
- Maintain our clients business process maps and documentation up to date with any new feature release
- Write release notes for each release ensuring technical validation from the dev team
- Take a proactive approach to personal development using the company’s professional development opportunities
- Work with the Group CRM director to develop a focused professional development plan for growth within the organisation.
What they’re looking for:- 2+ years experience in business analysis to implement and enhance a customer relationship management system (essential)
- Experience gathering requirement in an agile set up
- Good writing skills and grammar
- Digitally savvy and familiar with Outlook, Word, PowerPoint, Excel
- Experience using Salesforce Sales Cloud
- Highly familiar with current agile and business analysis platforms such as Jira, Visio, Signavio, MS office suite, etc
- Bachelor’s degree holder
- Able to give and receive feedback strong interpersonal skills
- Experience of working for a consultancy firm providing Professional services implementing Salesforce CRM
- Certification (eg. Salesforce, Agile, Business analysis)
- Bachelor’s degree holder (preferable)
- Able to give and receive feedback
- Strong interpersonal skills and experience working in a matrix structure environment
- Experience of working for a consultancy firm providing Professional services implementing Salesforce CRM (preferable)
- Willingness to learn and develop new skills to enhance business analysis performance
