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CRM Business Analyst

Business Analyst (Loyalty Program & CRM)

Requirements & Analysis

  • Stakeholder Engagement: Partner with business and corporate stakeholders through workshops to capture goals, pain points, and success metrics for the loyalty program.
  • Process & Requirements Mapping: Map current- and future-state processes; author clear user stories with granular acceptance criteria, non-functional requirements (performance, security, scalability), and measurable KPIs/OKRs.
  • Feasibility & Loyalty Mechanics: Evaluate cross-functional impacts and dependencies across systems, data, and processes-specifically around loyalty earn/burn mechanics, tier structures, and customer data flows.
  • Documentation & Business Cases: Produce comprehensive documentation (BRDs, FRDs, user stories, process maps, data flow diagrams) to guide technical teams, and support business case development for investment decisions.

Project Delivery & Governance

  • Cross-Functional Coordination: Support project delivery across cross-functional squads to maintain timeline adherence, scope decisions, and change request workflows.
  • Project Artifacts: Maintain status reports, project plans, and RAID logs while managing clear stakeholder communications.
  • Change Management: Draft training assets, change communications, cutover strategies, and hypercare plans to guarantee smooth go-live execution.

Continuous Improvement

  • Post-Implementation Review: Track post-delivery benefits realization against initial hypotheses and document key lessons learned.
  • Standards & Process Enhancement: Refine analysis and documentation standards by contributing reusable playbooks, templates, and delivery frameworks.

Must-Have

  • Experience: 5-8 years of experience as a Business Analyst, ideally focused on customer-facing domains (Loyalty, CRM, Digital, or E-commerce).
  • Business-Tech Alignment: Proven ability to bridge technical and business teams, tailoring communications from developers to executive steering committees.
  • Requirements Mastery: Expertise in eliciting, mapping, and managing structured requirements (process maps, user stories, data flows, acceptance criteria).
  • Problem Solving & Tools: Strong analytical mindset paired with proficiency in delivery and documentation tools (Jira, Confluence, Miro, Visio).

Nice-to-Have

  • Loyalty Platforms: Hands-on exposure to dedicated loyalty platforms (e.g., Salesforce Loyalty Management, Eagle Eye, LoyaltyLion, Annex Cloud, or proprietary solutions).
  • MarTech & CRM: Familiarity with modern CRM platforms (Salesforce, Adobe, Braze, HubSpot) and core customer data, segmentation, and personalization concepts.