Full Time CRM Business Analyst Jobs, Salary up to MYR 8,000 in Aisling Consulting Federal Territory - Maukerja

CRM Business Analyst (Kuala Lumpur)
Salary: RM6,500 – RM8,000

Job Summary

We are looking for an experienced CRM Business Analyst to support CRM transformation initiatives by improving business processes, enhancing customer journeys, and driving user adoption of CRM solutions. This role will work closely with business stakeholders, project teams, and IT teams to ensure CRM systems effectively support business objectives and operational efficiency.

Key Responsibilities

Business Analysis & Requirements Gathering

• Engage with stakeholders to gather, analyze, and document business requirements.
• Conduct workshops, interviews, and discussions to understand business needs and challenges.
• Prepare business requirement documents (BRD), process flows, functional specifications, and related documentation.
• Translate business requirements into clear functional requirements for system implementation.

CRM Process Improvement

• Review and analyze existing customer interaction and sales processes.
• Identify process gaps, bottlenecks, and opportunities for improvement.
• Recommend and implement process enhancements to improve customer experience and operational efficiency.
• Drive continuous improvement initiatives based on user feedback and business needs.

CRM Solution Implementation

• Collaborate with IT teams and vendors during CRM implementation and enhancement projects.
• Support system configuration, testing, and deployment activities.
• Participate in User Acceptance Testing (UAT) and ensure solutions meet business requirements.
• Monitor system effectiveness and recommend improvements where necessary.

Change Management & User Adoption

• Develop training materials, user guides, and communication plans.
• Conduct user training sessions and workshops.
• Support end-users by addressing CRM-related inquiries and issues.
• Promote CRM best practices and encourage effective system adoption across the organization.

Stakeholder Management

• Act as a liaison between business users, project teams, and IT teams.
• Maintain regular communication with stakeholders and provide project updates.
• Facilitate discussions to align CRM initiatives with business goals.
• Gather feedback and propose enhancements to improve CRM effectiveness.

Requirements

Education

• Bachelor's Degree in Business Administration, Information Technology, Information Systems, or a related field.

Experience

• Minimum 5 years of experience in system development, business analysis, or business transformation projects.
• Minimum 3 years of experience in Business Process Improvement, Change Management, or CRM-related projects.
• Experience in CRM implementation projects is highly preferred.
• Experience in Banking or Financial Services industry will be an added advantage.

Technical Skills

• Experience with CRM platforms such as Salesforce, Microsoft Dynamics, CRMNext, or similar solutions.
• Strong understanding of CRM processes, customer journey mapping, and process improvement methodologies.
• Proficient in Microsoft Excel, Word, PowerPoint, and process flow tools.
• Experience in preparing business and functional documentation.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Strong documentation and presentation skills.
• Ability to work effectively with cross-functional teams.
• Detail-oriented with strong organizational skills.

Benefits

• Competitive salary package (RM6,500 – RM8,000)
• Opportunity to be involved in CRM transformation and process improvement initiatives
• Career development and growth opportunities
• Collaborative and dynamic working environment

Pay: RM6,500.00 - RM8,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person