Business Analyst-Service

2 weeks ago

Gurgaon, Haryana, India Livpure Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Company: Livpure Pvt Ltd

Job Title: Business Analyst

Department: Service

Location: Gurugram

Job Purpose: We are seeking a dynamic and experienced Manager/Sr. Manager - Service to lead and oversee strategic initiatives in Salesforce implementation, IT transformation, customer engagement, and service excellence. The ideal candidate will possess a strong background in program management, with a keen ability to drive customer retention and satisfaction, and develop strategies aligned with business goals.

Primary Job Responsibilities:

Salesforce Implementation:

  • Lead end-to-end Salesforce implementation and optimization projects across business units.
  • Collaborate with cross-functional teams to understand business needs and translate them into technical solutions.
  • Ensure seamless integration with existing systems and processes.

IT & Service Implementation:

  • Plan and execute IT service initiatives aligned with organizational goals.
  • Oversee implementation of new tools, platforms, and technology to enhance service delivery.

Program Management:

  • Drive large-scale service and technology programs from initiation to closure.
  • Manage project timelines, budgets, risks, and stakeholder communications effectively.
  • Monitor KPIs and ensure project outcomes are met as per defined objectives.

Customer Engagement & Retention:

  • Develop and execute strategies to improve customer experience and loyalty.
  • Engage proactively with customers to understand pain points and improve service touchpoints.

Strategy Development:

  • Contribute to the formulation of service strategies to support long-term business growth.
  • Identify process gaps and recommend improvements for better customer and operational outcomes.

Qualifications and Experience:

  • Bachelor's or Master's degree in Engineering, IT, Business Administration, or related field.
  • Minimum 8 years of experience in service operations, Salesforce and IT implementation, and program management.
  • Proven track record of managing large cross-functional projects and teams.
  • Strong understanding of CRM platforms, especially Salesforce.
  • Excellent leadership, stakeholder management, and communication skills.
  • Ability to think strategically and execute with precision in a fast-paced environment.

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