Retail Systems & CRM Analyst (BI)

Key Responsibilities

• 1. Serve as a primary technical and functional point of contact for retail store teams experiencing issues with the Proximity clienteling platform.
  2. Perform rapid issue triaging and deep-dive troubleshooting. Resolve configurations or escalate advanced bugs to IT vendors and internal engineering and data teams.
  3. 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>
  1. Support the planning, coordination, and execution of UAT cycles for new features, API updates, and platform enhancements.
  2. Collaborate with business users to define realistic test cases, edge cases, and strict acceptance criteria.
  3. 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>
  1. Partner closely with retail, commercial, and marketing stakeholders to discover, document, and analyze the technical requirements needed to support business strategies.
  2. Translate business requests into clear, actionable functional requirements and user stories for technical development teams.
  3. 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, campaign measurement, customer segmentation, and ongoing performance analysis.
  4. Evaluate current workflows to identify automation opportunities, data gaps, and system bottlenecks.
  5. Analyze CRM and clienteling data to identify trends, measure campaign and customer engagement performance, support audience segmentation, and provide actionable insights to retail and marketing stakeholders.

Required Skills & Experience

• Experience: 2–4 years of experience in business analysis, application support, or a technical-functional role within a data-driven environment.
• Retail Domain Expertise: Proven experience working with retail technologies, omni-channel ecosystems, or point-of-sale (POS) environments. Direct experience with clienteling platforms (e.g., Proximity) is highly advantageous.
• CRM & Marketing Tech: Hands-on exposure to Salesforce Marketing Cloud (SFMC), specifically regarding journey builder, data extensions, or similar enterprise CRM ecosystems.
• Testing Methodology: Strong background in QA/UAT planning, coordination, and defect tracking.
• Analytical Mindset: Excellent problem-solving skills with a natural curiosity for how data flows between disparate systems. Comfortable working adjacent to BI reporting tools and databases.
• Communication Skills: Ability to translate technical concepts into clear business language, and vice versa. Strong communication and collaboration skills are essential.
• 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.
• Initiative: A self-starter who takes ownership of assigned work, identifies opportunities for improvement, and follows through on deliverables with limited oversight.
• Adaptability: Comfort navigating a fast-paced retail environment where business priorities and promotional calendars can shift quickly.