Customer Care CRM Business Analyst

il y a 2 semaines

Marseille, France Ceva Logistics Temps plein

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

The Customer Care Business Analyst is responsible for supporting the Global CRM Manager for Customer Case of CEVA’s global customer relationship management tool (C-View) to meet business requirements and ensure efficient processes and reporting. This role supports execution of C-View roadmap aligned with the business and Customer Care Strategy.

The focus of the role lies in support of, and liaison with, business group representatives and stakeholders across the Global Customer Care division to help translate business needs into deliverable technology solutions, leveraging technology tool sets supporting the end-to-end client lifecycle.

WHAT ARE YOU GOING TO DO?
- Work closely with business stakeholders to identify needs, goals, and objectives
- Work with project teams to design and document business requirements, systems and processes
- Prepare reports and presentations to present recommendations to stakeholders
- Support to CRM manager in projects and ad hoc requests.
- Support the development of C-View, in line with the roadmap. This includes working closely with the IT development team, being responsible for testing and implementation of changes.
- Giving input to C-View roadmap by engaging with medium and senior leaders, which is aligned with the global customer care roadmap. This includes working with the global account managers, sector leaders, regional leaders, field sales, local administrators, system and process specialists, digital team, global reporting team and business line teams.
- Support the business with data activities such as analytics, data mining and AI.

WHAT ARE WE LOOKING FOR?
- Bachelor’s degree (business administration, marketing, sales)
- At least 2 years of experience working with Salesforce as a Business Analyst (multi-cloud experience in beneficial but experience with Service Cloud is required)
- Experience working in an Agile environment
- Excellent soft skills
- you will need to be comfortable working with senior stakeholders
- Strong communication skills and the ability to work effectively with stakeholders
- Experience with discovery and design sessions to define requirements
- Results oriented
- Innovative thinking (Curious to find new solutions)
- Ability to work on multiple projects with different deadlines at once
- Excellent organizational and communication skills
- Pragmatic, hand on, proactive mentality
- Analytical and problem-solving skills
- Proficient in Microsoft Excel and PowerPoint
- Ability to work in a dynamic and senior environment
- Team player
- Excellent command of the English language (written and verbal)

**Desirable**
- Master’s degree (business administration, marketing, sales)
- Experience in International, dynamic environment
- Experience with working in Corporate Environment
- Experience with Qliksens or CRM Analytics (Previously Einstein Analytics)
- Previous experience mapping user journeys
- Knowledge of logistics industry or other services industry
- Additional language skills

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation.

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