CRM Business Analyst

WS Audiology

Lynge, Denmark

We are seeking a highly motivated individual to work with case routing from affiliates to global departments, such as distribution centers, Quality complaint handling and product teams. In this role, you will play a key role in supporting and training key users in this non-market segment, focusing on CRM Salesforce Case Management. You’ll collaborate with multiple departments, document business processes, and manage change requests for Salesforce. You'll also lead projects, working closely with product owners and contributing to continuous improvements in CRM, product management, and agile methodologies.

What you will do

Support and train and non-market key users (incl. preparation of training material);
Establish a clear collaboration model with departments that are involved in the CRM Case Management process and handle day-to-day inquiries from them;
Document the relevant business processes and capture requests for change towards Salesforce;
Work on projects related to the area of "case-to-non-market" both as a business analyst and as a project manager, supporting the relevant product owner here is an important task in this position;
Contribute to improving CRM ways of working, product management, agile methodologies and ad hoc requests.

What you bring

Bachelor's degree in Business, IT, or other related field;
3-5 years of experience in a market leading CRM system e.g. Salesforce;
Experience with CRM implementation/adoption across different functions in a complex international environment and tools linked to CRM;
Experience in training of teams in process area of case-to-global-functions, such as Distribution centers, complaint handling and incident management;
ITIL, Agile or Salesforce Certifications such as Business Administrator, Business Analyst, Service Consultant are an added advantage;
Strong communication skills and capacity to engage in a multicultural environment with stakeholders from different levels.

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