Business Process Analyst
2 weeks ago
Optimize the use of CRM systems to enhance customer experience journey and interactions, improve sales processes and drive overall business efficiency.
Define and improve CRM process flows and connecting platforms (through definition of best practices, generate ideas for improvement and management of special projects).
Prepare and review CRM solution documents with users and work with IT team to configure CRM systems and ensure they align with business needs.
Drive effective adoption of CRM solution and practices through conducting training, handling Q&A support and prepare change management materials.
**Key Responsibilities**:
Requirements Gathering: Collaborate with stakeholders to identify CRM requirements. Conduct interviews, workshops and surveys to gather and document detailed user requirements.
Process Mapping and Optimization: Map current customer interaction/ sales processes and identify bottlenecks. Recommend process improvements to enhance efficiency and customer experience. Drive initiatives for continuous improvement based on user feedback and changing business needs.
User Training and Support: Develop training materials and conduct training sessions for end-users. Provide ongoing support to users, addressing any issues or questions regarding the CRM system.
Change Management and Stakeholders Communication: Maintain regular communication with stakeholders to update them on project progress and gather feedback. Facilitate discussions to ensure alignment between CRM strategies and business objectives.
**Job Type**: Contract
Contract length: 12 months
Pay: RM12,000.00 - RM15,000.00 per month
Application Question(s):
- Notice Period
- Local Malaysia ?
**Experience**:
- CRM software: 3 years (required)
- Salesforce CRM: 3 years (required)
- Business Process: 3 years (required)
- Change Management: 4 years (required)
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