CRM Analyst

by Sowmyah Narayanan in Information Technology    8th Mar, 2021       Hong Kong, Hong Kong, Hong Kong SAR

CRM Analyst


This role focuses on daily IT support of Asia’s CRM initiatives and providing end user support and administration on current POS system and CRM integration.


Participate in specific support activities, such as:
o Managing and resolving Service Requests/ Incident tickets within SLA target
o Provide daily support for CRM and marketing end user 
o Manages typical administrative functions including user account maintenance, data fixing, configuration and CRM integration (API, ETL & third-party applications) 
o Provide incident report and review with team leader for improvement and development  
o Gathering and analyzing business requirements for small change requests
o Follow the change request policy and approval process for any changes/ fixing in production environment
o Developing and maintaining strong relationships with key business stakeholders to ensure a good understanding of business drivers and priorities
o Perform unit tests, regression tests, data validation and integrated tests (API, ETL process & eCom integration)
o Effectively communicates with IT team members, vendors and 3rd party developers to ensure that technical solutions meet business requirements
o Develops training documentation and delivers end user training to enable the effective use of CRM in POS system
o Monitoring (internal) user satisfaction and actively seeking opportunities to improve user experiences through service and process improvements


• Experience:   

o Minimum 3 years related software/application support and implementation experience in an IT organization in retail or CRM related apps
o Participated in implementing IT application projects

• Education:   

o Degree holder in Information Systems, or related discipline

• Skills: 
o Deep knowledge of CRM domain and processes (with proven track records of participating in CRM implementations
o Solid knowledge and experience in customer database, customer loyalty and POS system 
o Functional knowledge of Microsoft Office, project Management tools and ITSM tools
o Ability to interact effectively at all levels of the organization; Strong customer, quality, results orientation.
o Ability to articulate ideas, comprehends written and verbal communications, and possesses solid presentation skills. 
o Fluent communication both written and spoken, in English
o Proactive & positive with passion to make things happen
o Experience with below a big plus:
Ogilvy CRM , Oracle XStore, ORCE, HP ALM ,My SQL , MS Access ,Postman API  ,weblogic

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