CRM Business Analyst

hace 1 semana

Madrid, Madrid, España Radisson Hotel Group, Madrid Office- Marketing & Digital A tiempo completo

Radisson Hotel Group is one of the world's largest hotel groups with nine distinctive hotel brands, and more than 1,600 hotels in operation and under development in 120 countries.

The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can service ethos.

People are at the core of our business success and future.

Our people are true Moment Makers and together we bring the culture, spirit, environment, and opportunities that empower you to be your best, every day, everywhere, every time.

Together, we make Every Moment Matter.

We are now looking for
CRM (Customer Relationship Management) Business Analyst to join our dynamic team here at Radisson Hotel Group


As a CRM Business Analyst within the RHG Global CRM team, you will actively participate in diverse projects focused on CRM, Marketing Automation, Customer Engagement, and Customer Data Management.

Your key responsibilities will include supporting the development and testing of new capabilities and integrations for our CRM & Marketing Automation solution.

Additionally, you will collaborate on documenting and mapping various processes and experiences to enhance CRM awareness across the company.


You will also be responsible for setting up a Customer Data Management framework, enabling RHG to gain a comprehensive 360° view of each guest and loyalty member.

This framework will facilitate data-driven decision-making and personalized guest experiences.

Key Responsibilities:

Marketing Automation/ CRM

  • Support CRM team in streamlining CRM and marketing automation processes through integration efforts.
  • Produce and maintain documentation on Marketing Automation and Customer Data Management capabilities.
  • Own testing phases for new Marketing Automation and Customer Data Management capabilities.
  • Collaborate with CRM Senior Manager, internal stakeholders, and vendors to review testing scope.
  • Perform testing and follow up on bug resolution.
  • Develop expertise in RHG Marketing Automation and Customer Data Management solutions.
  • Collaborate with internal stakeholders to create new flows, marketing, and lifecycle campaigns.
  • Advise stakeholders on campaign activation, segmentation, and use of automation capabilities.
  • Increase awareness of CRM and Marketing Automation capabilities across the organization and with partners.
  • Support bug fixes on the production environment.
  • Monitor system performance and address any issues or integration challenges.
  • Collaborate with Loyalty team to handle member issues and communications.
  • Collaborate with Data Protection team on customer data requests.
  • Collaborate with Marketing, Loyalty, Social Media, and E-Commerce teams on campaign setup requests.
  • Set up a framework to monitor lifecycle campaign execution and performance.
Profile Management

  • Support continuous improvement of guest data management capabilities.
  • Play a key role in implementing the profile management hub.
  • Own testing phases and contribute to shaping the capability roadmap.
  • Identify enhancement opportunities and critical points across touchpoints.
  • Manage project documentation and training material.
  • Interact with stakeholders and impacted teams on defining scope and project plan.
Reporting

  • Manage the CRM reporting suite and ensure data quality.
  • Support Digital Customer Engagement team in leveraging reporting insights.
  • Identify and document new needs and enhancements for reporting capabilities.
  • Collaborate with Analytics and BI Teams for issue resolution and new report delivery.
  • Support definition, testing, and management of profile management reporting suite.
  • Work closely with BI and analytics teams to ensure data accuracy.
  • Identify new needs and enhancements and collaborate with Analytics and BI Teams for issue resolution and new report delivery.

Requirements:

  • Bachelor /Master Degree preferably in the field of Business, Marketing or Digital
  • Minimum 1 year experience as a Business Analyst in CRM, working with tools like Salesforce, SAP Sales Cloud, Hubspot, and/or Marketing Automation tools.
  • Fluency in English
  • Strong interest in customer data management, marketing automation, and digital transformation.
  • Interest in Business Intelligence, with previous experience in BI tools as a plus.
"Radisson Hotel Group is a leading hospitality company serving as a true host and best partner to guests, owners, business partners and talent. Our eight unique hotel brands offer award-winning and exceptional hotel experiences, originating from our strong Scandinavian heritage of design and innovation. Our brands embody our modern vision of hospitality, including authentic local tastes, stylish living design, unique locations and vibrant social scenes.


Radisson Hotel Group brings a refreshed commitment to hospitality leadership to meet the changing travel industry and the bespoke needs of our guests.

We provide exceptional service in all of our hotels across the globe and strive to de

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