Gazzaoui

Responsible for analyzing business processes, identifying operational improvements, and driving the effective implementation, adoption, and optimization of the company’s CRM system.

A. Business Analysis Responsibilities

• Analyze existing business processes across sales, marketing, and customer service functions.
  
• Identify process gaps, inefficiencies, and opportunities for automation or optimization.
  
• Gather and document business requirements through stakeholder interviews and workshops.
  
• Translate business needs into functional specifications for CRM and related systems.
  
• Develop dashboards, KPIs, and analytical reports to support management decision-making.
  
• Conduct cost-benefit analyses for system enhancements and process improvements.
  
• Support data-driven initiatives to improve revenue, customer retention, and operational efficiency.
  
• Participate in digital transformation projects across the organization.
  

B. CRM Champion Responsibilities

• Act as the internal owner and promoter of the CRM system.
  
• Ensure full adoption of CRM across all relevant departments.
  
• Develop and maintain CRM governance standards and usage guidelines.
  
• Train users and provide ongoing support to ensure effective utilization.
  
• Monitor CRM data quality and ensure accuracy, completeness, and consistency.
  
• Propose and implement CRM enhancements based on business feedback.
  
• Coordinate with IT and vendors for system upgrades and troubleshooting.
  
• Track CRM usage metrics and report adoption levels to management.
  
• Lead change management initiatives related to CRM implementation.
  

• Bachelor’s degree in Business Administration, Information Systems, Engineering, or related field
  
• Strong analytical and problem-solving skills
  
• Knowledge of process mapping tools and data visualization tools (Power BI, Tableau, etc.)
  

• 3–5 years of experience in business analysis, CRM management, or process improvement
  
• Experience working with CRM systems (e.g., Salesforce, Microsoft Dynamics 365, SAP Business One, or similar)
  
• Experience in sales operations or commercial environments is an advantage
  

• Business Administration, Information Systems, Engineering, or related field