CRM Business Analyst

Are you a Salesforce expert with a passion for process design and business transformation? We’re looking for a CRM Analyst to join our team in Newcastle, supporting Sales and Customer Services in developing and improving CRM processes globally.

This is a hybrid role with 3 days per week in the office.

What You’ll Do:

As a CRM Analyst, you’ll act as the glue between Sales, Customer Services, and cross-functional teams—facilitating smarter ways of working, leading CRM improvements, and ensuring our platforms reflect our commitment to putting the customer first.

You’ll work across regions and teams to:

• Design and review CRM processes aligned with global standards
• Bridge business needs with CRM functionality (Salesforce and others)
• Lead user acceptance testing and manage new CRM feature rollouts
• Continuously enhance CRM systems with a focus on usability and efficiency
• Track and measure the success of CRM improvements

Key Responsibilities:

• Salesforce Expertise: Enhance our CRM tech stack by business area, region, or team
• Business Process Design: Help shape and implement global CRM processes and methodology
• Business Analysis: Gather and prioritize global requirements for Sales and Services
• CRM Innovation: Stay ahead of Salesforce releases and industry best practices
• Data & Intelligence: Design and optimize data structures that support better business decisions
• Enablement & Adoption: Create engaging content and materials to boost user adoption
• Project Management: Lead rollouts and continuous improvements across teams and regions

Location & Work Model:

• Based in Newcastle
• Hybrid model: 3 days in-office per week

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