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Business Analyst (Systems Analyst), CRM & Loyalty

Company: Kendra Scott
Location: Austin
Posted on: June 25, 2022

Job Description:

Job DescriptionCRM AND LOYALTY BUSINESS ANALYST- HOME OFFICE- AUSTIN, TX If you are an e-commerce product expert with a passion for innovation and collaboration, this may be the job for you!CRM AND LOYALTY BUSINESS ANALYST- HOME OFFICE- AUSTIN, TXAbout Kendra Scott:We are a fun, talented and driven team dedicated to providing our customers with gorgeous products and a WOW! experience. Family, fashion and philanthropy are at the core of our company and while we move at a very fast pace, we are committed to maintaining a family-oriented work environment and giving back to our community. A passion for great design, dedication to innovation and a strong social media presence are our building blocks for creating a unique and engaging lifestyle brand across all channels, including retail stores, wholesale accounts and e-commerce. Our headquarters are located in the heart of Austin, Texas, and we embrace the unique vibe and energy of our hometown as an inspiration for our brand and company culture.Position Overview:Kendra Scott is growing and is looking for a CRM and Loyalty Business Analyst to partner with stakeholders on our Marketing team to support operations, streamline processes and facilitate the business' growth. As the primary technology solution owner of the Oracle Customer Engagement (CRM) solution, the CRM and Loyalty Business analyst will guide our Loyalty program implementation and will manage Loyalty and CRM tech systems.Responsibilities:---Serve as Technology Solution Owner for CRM-customer data, Loyalty program, promotions and customer analytics.---Daily operational support to ORCE platform (CRM, Loyalty, Promotions) and issue management ---Application management activities (system administration, upgrades, patching, etc.)---Support system enhancements and/or reporting requests---Participate in projects throughout all phases of the SDLC---Project, technical and operational support documentation and training---Project management of small-medium enhancement projects---Should be an SME in understanding Customer data and sales transaction flows, Point management, Rewards and redemption.---Evaluate level of effort and articulate technical requirements; identify impact, risk and benefit of alternative solutions ---Provide Co-ordinate with service desk, senior team members, business users and application vendor(s) as needed for any issues/prod support---Work with application vendor(s) to manage and coordinate scheduled system maintenances, updates and patches---Communicate the impact of system changes and/or downtimes and coordinates the required actions across the technology and business teams---Work with the business stakeholders to evaluate and continuously improve business processes---Work with management and PMO on projects and programs as it relates to CRM/Loyalty systems and their integrations---Support SDLC during the design process, gathering and documenting business requirements, technical requirements, data mapping, system setups and configurations, plan and execute regression, integration testing, cutover, go-live and post go-live activities.---Create technical and end user documentations and training of system modifications and business process changes (as and when required)---Provide ongoing training, mentoring and technical guidance to peer business analysts and the rest of the technology team as applicableOur Ideal Candidate Will Have:---Bachelor's degree, preferably in Information Technology or equivalent with minimum 3-5 years of experience as a CRM or Loyalty Business Analyst---SME in understanding Customer data and sales transaction flows, Point management, Rewards and redemption.---Advanced skills in writing and editing SQL queries and experienced in database concepts---Proficient in creating process flows, Customer journeys, Converting Business requirements in Technology ---Demonstrated project management abilities and experienced in implementation of software solutions ---Worked with multiple, cross-functional business area managers and stakeholders and influenced resolution of conflicting objectives---Proven track record in meeting deadlines---Candidate should have expertise in project methodologies like Waterfall or Agile ---Possess strong analytical and problem-solving skills to devise solutions to complex problems---Excellent communication skills; Able to effectively present complex solutions to technical and non-technical staff at all levels of the organization, across multiple cultures/geographies---Collaborative and effective at building consensus across the organization---Highly organized, responsible and dependable---Innovative, great troubleshooting skills and solution oriented---Can easily adapt to fast paced, constantly changing environment---A shared appreciation for our 3 core values of Family, Fashion and PhilanthropyPreferred Skills:---Knowledge of Oracle Customer Engagement platform---Retail environment experience---Background working on cloud-based solution and has vendor management experience---Works independently, with little or no guidance with the ability to efficiently manage multiple tasks---You are naturally curious with a proactive approach to problem solving---You've worked in a growth-focused environment and can guide solutions on that scale

Keywords: Kendra Scott, Austin , Business Analyst (Systems Analyst), CRM & Loyalty, Professions , Austin, Texas

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