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CRM Business Analyst

Do you want to play a key role in boosting sales and customer service, in the world-leading shipping company, MSC?


As CRM Business Analyst at MSC, you will be part of the Global CRM Team and will contribute to the transformation of Commercial & Customer Support Operations across the entire organization. You will play a key role in the design, implementation, and adoption of MSC’s new CRM solutions: ‘TO BE’ way-of-working, for CRM projects to reach business objectives by collaborating with the IT team, providing business requirements & business priorities for the product roadmap.

With direct report to CRM Global Process & Compliance Team Leader in Geneva, your main responsibilities and tasks are:

  • Ensuring proper understanding of the shipping industry and needs, helping in the design and adoption of the proposed way of working
  • Support in guiding the business through unknown territory to facilitate adoption and advance to the new Customer Support way of working in an effective manner
  • Translate business requirements to backlog requirements by working closely with CRM technical SMEs
  • Define and facilitate workshop and meetings for business requirements gathering with stakeholders and relative formalization management (documents creation)
  • Collaboration with Change team in promoting strategies to improve the overall performance of the business
  • Collaborating with a broad range of stakeholders across all levels of the MSC organisation

Your qualifications are a minimum of 3 years of experience within related work in Sales and/or Customer Service, ideally as a Business Analyst and/or functional consultant. You are skilled in a leading CRM platform (e.g., Salesforce, MS Dynamics 365, etc.). Furthermore, you have experience in business requirements gatherings, and by a thorough comprehension, you can define and analyse complex business issues, e.g., business documents, data, processes, and systems, internally and externally. You are fluent in English and possess excellent written and verbal communication skills, and other languages are a plus. You have a bachelor’s degree in engineering, computer science, business, or another related field of study.

You are a person with a customer-focused approach and possess great analytical and statistical skills. You are a social being with a positive impact on your colleagues, and you master the ability to adapt and navigate between individual stakeholders and clients as being an excellent communicator. Furthermore, you present project owner- and leadership while having great engaging skills, and the attitude to take initiative in new activities.  Finally, you have a tech attitude and a passion for digital evolution.

MSC offers an exciting position in a passionate environment with committed and talented employees, which makes MSC a shipping line of the people. MSC is committed to sharing knowledge, deliver training and support, enabling their people’s professional growth, by providing long-term career development. You will be part of a team who has chosen to make a positive impact in the world, as well as internally in MSC, by daily valuing diversity and personal growth.

Travelling: Approx. 20 days a year, HQ Geneva, foreign as domestic.

Domicile: Office in Copenhagen. Working remotely for the MSC HQ in Geneva.

For more details about the job or the company, please contact Research Consultant, Emma Dahl, Unique Human Capital on M: +45 51 43 43 17 or Senior Director Lise Holler on M: +45 29 60 55 15.

All applications must be in English and are treated confidentially. 

Unique Human Capital A/S
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cvr: 31502705
Jægersborg Alle 4
2920 Charlottenlund
Skelagervej 375E
9000 Aalborg
Christiansgade 30
8000 Aarhus C
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