Senior Customer Relationship Manager

2 days ago

Dombivli, Maharashtra, India beBeeAnalyst Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Business Analysis Specialist

The organization seeks an experienced Business Analysis Specialist to play a pivotal role in designing and implementing a robust Customer Relationship Management (CRM) system.

This individual will collaborate with stakeholders to define the requirements, scope, and goals for the CRM system within our Line of Service (LOS) ecosystem. The ideal candidate will have hands-on experience with leading CRM platforms like Salesforce, HubSpot, or similar, and possess a strong ability to bridge technical requirements with business objectives.

  1. Collaborate with stakeholders to define the requirements, scope, and goals for the CRM system.
  2. Analyze business processes, identify gaps, and propose solutions to enhance customer relationship management and marketing workflows.
  3. Design user-friendly interfaces and workflows for the CRM system, ensuring seamless integration with deposit account opening, LOS, and marketing platforms.
  4. Create detailed documentation, including functional specifications, user stories, and process flows.
  5. Conduct competitive analysis of CRM solutions (e.g., Salesforce, HubSpot) to incorporate industry best practices and innovative features.
  6. Work closely with developers, UX/UI designers, and quality assurance teams to ensure accurate implementation of requirements.
  7. Lead user acceptance testing (UAT) and support change management efforts during CRM deployment.
  8. Provide training and support to end-users to maximize adoption and utilization of the CRM system.
  9. Monitor and measure CRM performance post-launch, leveraging insights to recommend enhancements.
Requirements and Qualifications
  • Bachelor's degree in business administration, Information Systems, or a related field.
  • 3+ years of experience as a Business Analyst or Product Analyst, with a focus on CRM systems (e.g., Salesforce, HubSpot, Zoho CRM).
  • Proven track record of designing and implementing CRM systems or enhancements in a commercial lending, deposit account opening, or financial services environment.
  • Strong understanding of CRM functionalities, including lead management, customer segmentation, marketing automation, and reporting.
  • Familiarity with commercial loan origination systems (LOS) and marketing platforms is a strong plus.
  • Excellent analytical and problem-solving skills with the ability to translate business needs into technical requirements.
  • Proficiency in tools like JIRA, Confluence, and wireframing tools (e.g., Figma, Balsamiq).
  • Exceptional communication and interpersonal skills, with the ability to engage technical and non-technical stakeholders.

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