Customer Business Analyst Full-time Job

What You'll Be Doing

Partner with Business teams to create lead and inspire the customer and marketing products

Work closely with stakeholders and project owners to collect business objectives and requirements to clearly define, document and scope products, projects and initiatives

Work with the procurement team to provide input into RFP and be part of the customer product selection

Work to overcome obstacles to success and build collaborative relationships with other teams

Own the functional design of the Customer and Marketing Systems/products ( CRM, Clientelling , Customer Service, Voice of Customer, Marketing cloud etc.)

Work across departments to ensure that all stakeholders have input into the final product

Escalate complex problems, where relevant, to ensure swift and efficient resolution

Carry out and communicate the outline and functional design activities on projects/products, working with peers to facilitate successful delivery

Understands and supports the overall customer strategy through partnership with Customer Experience and the key business stakeholders.

Leads requirements gathering, analysis and verification meetings and ensures final requirement statements are accurate, verifiable, consistent, feasible and comprehensive.

Develops alternative views of solutions for the review of Business and Technical teams as appropriate.

Designs high level process flows and provides project leadership to implement defined requirements.

Partners with the technical teams to ensure new technical requirements and changes continue to meet business expectations.

Communicates progress and challenges across multiple functional teams and stakeholders. Effectively presents and communicates with stakeholders and articulates a technical design in business terms to ensure timely delivery and progress.

Writes, coordinates and executes test cases for Functional Testing, Systems Integration Testing (SIT) and User Acceptance Testing (UAT) against documented criteria that proves out scenarios and identifies defects for issue tracking and resolution.

Creates, coordinates and delivers training to ensure end-user readiness (e.g., documentation, demos, videos, etc.).

Provides for the ongoing creation and maintenance of platform documentation.

What You’ll Need To Succeed

Bachelor’s degree or equivalent required·

Experience in CRM and marketing Products a must

Experience in Salesforce service cloud and marketing cloud preferred

Experience with Customer Journeys and customer marketing concepts a must

Ability to analyze business needs and perform the bi-directional translation of complex business and technical theories to a variety of audiences

Good understanding of business processes to develop reporting based on requirements, metrics and KPIs

Clear understanding of emerging technologies and enhancements that will allow processes improvements and enhanced business functionality

Excellent organizational skills, with proven success in managing multiple priorities and projects

Ability to influence others without a direct reporting relationship in order to achieve desired results

Must have a strong customer service orientation and the ability to work with individuals in various organizational relationships

Ability to communicate effectively, both verbally and in writing, with a varied audience

We are Chalhoub Group, a leading partner for luxury across the Middle East for over 60 years. By blending our Middle East expertise, deep understanding of the local customer and intimate knowledge of luxury, were dedicated to making every customer experience unforgettable. For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear. Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer. Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work. To keep the innovation journey going, the Group has set up The Greenhouse, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.