Business Process CRM Specialist

Business Process CRM Specialist

Job Summary

The Business Process CRM Specialist is responsible for analyzing, optimizing, and supporting CRM and digital operational processes to enhance customer engagement and operational efficiency. This role acts as a bridge between business and technology teams, ensuring CRM initiatives, loyalty programs, membership systems, and digital operations are effectively implemented and continuously improved to support business objectives.

Key Responsibilities

• Analyze, evaluate, and improve CRM and digital operational business processes to increase efficiency and effectiveness.
• Gather, document, and translate business requirements into functional specifications and system requirements.
• Support and manage CRM operations, including loyalty programs, membership systems, vouchers, customer campaigns, and promotional activities.
• Collaborate with IT teams, vendors, and business stakeholders to implement system enhancements and digital initiatives.
• Develop process flows, SOPs, business requirement documents (BRD), user stories, and other supporting documentation.
• Monitor operational issues, identify root causes, and recommend corrective and preventive actions.
• Support system implementation projects, User Acceptance Testing (UAT), validation, and post-implementation activities.
• Analyze CRM, customer, and operational data to generate actionable insights and business recommendations.
• Ensure CRM and digital operational processes align with business requirements and company standards.
• Participate in continuous improvement initiatives to enhance customer experience and operational performance.

Requirements

• Bachelor’s Degree in Business Administration, Information Systems, Management, Information Technology, or a related field.
• Minimum 2–3 years of experience in CRM Operations, Business Process Improvement, Business Analysis, Digital Operations, or a similar role.
• Experience managing loyalty programs, membership platforms, voucher systems, or customer engagement campaigns is highly preferred.
• Strong understanding of business process analysis, process mapping, and requirement gathering methodologies.
• Experience in system implementation, UAT testing, and project coordination.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to work effectively with cross-functional teams, including IT, Marketing, Operations, and external vendors.
• Excellent communication, presentation, and stakeholder management skills.
• Proficient in Microsoft Excel and comfortable working with data analysis and reporting.
• Highly organized, detail-oriented, and capable of managing multiple projects simultaneously.
• Experience in retail, e-commerce, CRM, or customer loyalty environments will be an advantage.

• Competitive monthly salary
• Meal allowance
• Communication allowance
• Medical coverage
• Opportunity to work in a dynamic and growing retail organization
• Professional development and career growth opportunities