Business Intelligence Sr. Analyst - Retail Systems & CRM

Our Brand MCM (Modern Creation München) is a luxury lifestyle goods and fashion house founded in 1976 with an attitude defined by the cultural Zeitgeist and its German heritage with a focus on functional innovation, including the use of cutting-edge techniques. Today, through its association with music, art, travel, and technology, MCM embodies the bold, rebellious, and aspirational. Always with an eye on the disruptive, the driving force behind MCM centers on revolutionizing classic design with futuristic materials. MCM is currently distributed online and in 650 stores worldwide including Munich, Berlin, Zurich, London, Paris, New York, Hong Kong, Shanghai, Beijing, Seoul, Tokyo, and the Middle East.

With a highly collaborative workforce working from offices and stores around the world, MCM established a multinational/multicultural organization. We uphold the culture and value of MCM by fulfilling our corporate social responsibility through high degrees of legitimacy and ethical standards. Our employees reflect the diversity of the communities in which we work and live, and MCM is committed to diversity and inclusion, fostering a supportive environment where inclusivity is expected and prioritized.

About the role

We are seeking a proactive, technically skilled, and analytical Business Intelligence Sr. Analyst (Retail Systems & CRM) to support, optimize, and enhance our omnichannel store and digital customer communication ecosystem. Reporting directly to the Director of Business Intelligence, this role acts as the vital bridge between retail business operations, marketing tech, and data science/engineering. The primary focus will be owning the functional management of our clienteling platform while actively expanding into Salesforce Marketing Cloud (SFMC) to build, monitor, and optimize data-driven customer engagement journeys. The ideal candidate is a hybrid problem-solver who can effortlessly pivot from troubleshooting a front-end retail app issue to analyzing CRM data flows and translating business needs into technical blueprints.

Responsibilities

• Application Support & Issue Management
  • Frontline Technical Champion: Act as the primary technical and functional point of contact for retail store teams experiencing issues with the Proximity clienteling platform.
  • Triage & Resolution: Perform rapid issue triaging and deep-dive troubleshooting. Resolve configurations or escalate advanced bugs to IT vendors and internal engineering and data teams.
  • System Health Monitoring: Monitor overall system performance, data sync integrity between platforms, and ensure high availability for in-store teams.
  • Knowledge Management: Maintain a centralized repository of issue logs, resolutions, and recurring technical trends to inform future system upgrades and training opportunities.
• User Acceptance Testing (UAT) & Quality Assurance
  • UAT Ownership: Plan, manage, and execute comprehensive UAT cycles for all new features, API updates, and platform enhancements.
  • Test Scenario Design: Collaborate with business users to define realistic test cases, edge cases, and strict acceptance criteria.
  • Release Gatekeeper: Document test execution results meticulously, tracking defects and ensuring the platform meets rigorous quality and compliance standards prior to production deployment.
• Business Analysis & System Enhancements
  • Requirement Gathering: Partner closely with retail, commercial, and marketing stakeholders to discover, document, and analyze the technical requirements needed to support business strategies.
  • Functional Specifications: Translate complex business requests into clear, actionable functional specifications and user stories for technical development teams.
  • Data Integrity: Collaborate with the wider BI team to ensure that customer data captured in-store via clienteling platforms flows accurately into CRM environments for precise targeting.
  • Process Innovation: Continuously evaluate current workflows to identify automation opportunities, data gaps, and system bottlenecks.
• Project Coordination & Cross-Functional Alignment
  • Project Delivery: Lead and coordinate small-to-medium digital projects, system updates, and third-party vendor rollouts.
  • Timeline Management: Manage project timelines, track milestones, mitigate risks, and proactively clear roadblocks.
  • Stakeholder Communication: Maintain clear, concise, and transparent communication loops between non-technical business units, internal IT/BI teams, and external technology vendors.

Requirements

• 3+ years of experience in business analysis, application support, or a technical-functional role within a data-driven environment.
• Proven experience working with retail technologies, omnichannel ecosystems, or point-of-sale (POS) environments. Direct experience with clienteling platforms (e.g., Proximity) is highly advantageous.
• Hands-on exposure to Salesforce Marketing Cloud (SFMC), specifically regarding journey builder, data extensions, or similar enterprise CRM ecosystems.
• Strong background in QA/UAT planning, coordination, and defect tracking.
• Excellent problem-solving skills with a natural curiosity for how data flows between disparate systems. Comfortable working adjacent to BI reporting tools and databases.
• Ability to translate complex technical jargon into simple business concepts, and vice versa. Strong stakeholder management skills are a must.

Skills

• Technical & Coding Skills (Optional Plus): Basic coding is a major asset, especially SQL/Python for pulling data, HTML/CSS for fixing email templates.
• Stakeholder Management & Empathy: Ability to remain calm and supportive when dealing with frustrated end-users (retail store staff) while remaining analytical when dealing with developers.
• Attention to Detail: Deep commitment to data accuracy and thoroughness, particularly during system testing and requirement mapping.
• Ownership & Drive: A self-starter who treats the retail platform ecosystem as their own product, driving improvements proactively rather than waiting for instructions.
• Adaptability: Comfort navigating a fast-paced retail environment where business priorities and promotional calendars can shift quickly.