Analyst, CRM Business & System Design Job Description: The Analyst of CRM will be responsible of CRM process development and improvements for Customer Services. Please note that Salesforce expertise and Cloud services experience is a must. This role can be based in London or Newcastle. We have a hybrid model with 3 days in the office per week. This role will be defining and continually reviewing global process to be implemented in our CRMs to ensure we put the customer first on everything we do. This the "glue" between teams inside and outside the services functions and act as facilitator and designer of solutions when there is a gap / improvements regarding ways of working, processes, and methodology. The role will manage user acceptance testing, overall business improvements, building out new systems on our CRMs, enhancing Salesforce or other CRMs and communicate, and finally, measure results. Key Responsibilities: Key accountabilities and decision ownership: - Salesforce Expert: Use your expertise in Salesforce/CRMs to enhance technology by region / business area / team. - Business Process Design: Support on understanding and implementing the global process principles, process and methodologies. - Business Analyst: BAU global requirements gathering and prioritisation for any region/team and delivery plan. Capture and define the services and sales requirements that are needed to correctly use Salesforce while being consistent with the global standard. - Continuous CRM Improvements: Stay on top of CRM best practices and stay current on all new releases and functionality of SalesForce to ensure our technology remains current. - Data Analyst: Architect current support processes and map to global process working through data structures and design, to support drive business intelligence. - Adoption: Increase user adoption through enablement/communication material, creating and updating Global playbooks, on demand content. - Project Management: Lead regional GMO or Customer Ops projects. Support the rollout of new regions/team into GMO: lead on gathering and defining requirements, define gap analysis, validate & signoff proposal before going live, support after go live, hyper care. LI-GG1 Function: Customer Operations Country: United Kingdom Office Location: Newcastle;London Work Place type: Hybrid Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.