CRM Business Analyst
affin group
Create the future with Affin! You too can make a difference. We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference. Job Purpose
- Responsible for driving enhancements for the Salesforce CRM platform, including Salesforce Financial Services Cloud (FSC) and Salesforce Marketing Cloud (SFMC), to improve overall user adoption and engagement.
- Responsible for driving enhancements for data integration between Salesforce and other enterprise systems, enabling consistent and reliable data flows that support business operations and decision-making.
- Responsible for developing and executing strategies to increase user adoption of Salesforce CRM, including stakeholder engagement, communications, and continuous feedback loops.
- Responsible for providing backup support for business-as-usual (BAU) CRM requests, ensuring timely resolution and adherence to service level agreements (SLAs).
- Collaborate with users and technical teams to implement, test, and validate enhancements in FSC and SFMC.
- Ensure solutions meet business requirements and are scalable, maintainable, and user-friendly.
- Collaborate with cross-functional teams and stakeholders to gather, analyse, and document business requirements for CRM-related projects and enhancements.
- Conduct interviews, workshops, and surveys to understand user needs, pain points, and improvement opportunities.
- Translate requirements into clear documentation, including use cases, user stories, process flows, and business cases.
- Analyze existing business processes and workflows to identify inefficiencies and recommend optimised solutions aligned with organisational goals.
- Develop process models and documentation to illustrate current and future states.
- Oversee and support data integration between Salesforce and other enterprise systems.
- Ensure data accuracy, consistency, and compliance with governance standards.
- Define and maintain data quality rules and monitor data integrity.
- Maintain comprehensive and up-to-date documentation related to CRM projects, including requirements, process flows, configurations, and decisions.
- Ensure documentation supports traceability, knowledge transfer, and audit readiness.
- Create reports and dashboards to support business decisions and performance tracking.
- Work closely with developers, designers, project managers, and business leaders to drive CRM initiatives.
- Communicate effectively with both technical and non-technical stakeholders to ensure alignment.
- Participate in meetings, presentations, and workshops to share progress, insights, and recommendations.
- Provide backup support for BAU CRM requests, including access management, configuration changes, and issue resolution.
- Ensure timely handling of requests within agreed SLAs and maintain continuity during resource gaps.
- Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or a related field.
- Minimum 3–5 years of experience in CRM, Business Analysis, Digital Transformation, or related areas.
- Hands-on experience with Salesforce CRM, preferably Salesforce Financial Services Cloud (FSC) and/or Salesforce Marketing Cloud (SFMC).
- Strong experience in requirements gathering, process analysis, documentation, and stakeholder management.
- Knowledge of Salesforce integrations, data governance, data quality, and reporting/dashboard development.
- Familiarity with Agile project delivery methodologies and CRM enhancement projects.
- Strong analytical, problem-solving, communication, and presentation skills.
- Ability to work effectively with both technical and non-technical stakeholders.
- Experience in banking or financial services industry is an added advantage.
- Salesforce certifications (Administrator, Business Analyst, FSC, or SFMC) are preferred.
- Experience in user adoption, change management, CRM training, and data-driven process improvements would be an advantage.
- Proactive, detail-oriented, and capable of managing multiple priorities while ensuring delivery within agreed timelines and SLAs.
Vacancy posted 22 days ago
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