INTERNATIONAL CUSTOMER RELATIONSHIP CENTER (CRC) ANALYST

International Customer Relationship Center (CRC) Analyst
Our prestigious multinational end client in the French Speaking part of Switzerland (Geneva /Lausanne) is now looking for its International Customer Relationship Center (CRC) Analyst for their new global retail program. This is a permanent position at the client’s headquarter.
Main responsibilities:

Represent CRC business requirements in the retail program:
CRC activities and satellite tools, quality and efficiency
Club member activities and cross channel path

Tool selection:
Coordinate the participation to the retail tool selection by defining basic functionalities and competitive advantages, and participating to Q&A (Questions & Answers) and CRP (Conference Room Pilot) sessions with the vendors.

Business Process Design:
Model and document As-Is business processes
Define and document To-Be business processes
Take active part in fit-gap reviews, prioritize and approve gaps fulfilment
Review designed solution during design phase and approve business requirements fulfilment

Sustain and improve retail Best practices
Analyze existing BP, define improvements or new BP
Document BP guidelines
Promote and train on BP

Implementation Support:
Define business scenario for testing and conduct User Acceptance Testing
Contribute to data migration (cleansing and preparation for migration)
Contribute to cutover plan
Report integration issues or gaps in business requirements fulfillment

Training and documentation support
Formalize, promote and ensure the respect of best practices (To-be business processes)
Build the training material in its dedicated area to key users
Train the key users
Support and coordinate key users
Provide support to the markets and to HQ regarding available tools, business processes and best practices.
Support change management operations

YOUR PROFILE:

3-5 years experience in CRC business processes (projects, best practices, optimization, etc.)
High Project Management profile and experience
Very good analytical and synthesis skills
Experience with process standardization
Perseverance to ensure implementation
Proactive and solution-finding approach
Fluent in English (French a plus).
Good team player
Ability to work in a multi-cultural environment
Good IS / IT Skills

If this sounds like your next challenge send us your cv and we will contact you to discuss it in more details

http://www.edelway.com

VP328