Our client is looking for a CRM Business Analyst – Discovery & Tool Selection
Service description:
Our client is looking for a Consultant who will be supporting CRM discovery, market scan and analysis. The service will be responsible for doing a customer needs discovery, a Customer Relationship Management (CRM) investigation by exploring the market for suitable tools and if selected; guide delivery in an agile mode from concept to adoption. We request the candidate to be accountable for the quality of the analysis that he delivers (clarity, completeness, traceability, and actionable recommendations).
Some key responsibilities would be
- Discover & Challenge Needs (Customer & Operations / KAM):
- Lead workshops and interviews with Key Account Managers, Customer & Operations teams, and other impacted stakeholders to capture user needs, pain points, and target outcomes.
- Translate needs into personas, user journeys, use-cases, user stories and acceptance criteria.
- Challenge and refine design principles.
- Define scope boundaries: what must be in CRM vs. what remains in surrounding systems.
- Define CRM Target Vision & Requirements:
- Build a clear CRM vision, MVP scope, and an incremental roadmap.
- Produce high-quality analysis deliverables such as:
- Business requirements (functional & non-functional)
- Process maps (AS-IS / TO-BE)
- Data & reporting needs (customer master data, segmentation, activity tracking, pipeline, service follow-up, etc.)
- Integration needs (identity, data sources, reporting, document management, email/calendar, ticketing – depending on the company landscape)
- Ensure requirements are testable (acceptance criteria), prioritized (value-based), and traceable (from need → requirement → solution).
- Market Scan, Vendor Shortlist & Selection Support:
- Conduct a structured market exploration (RFI/RFP-ready), including vendor longlist/shortlist.
- Prepare demo scripts based on real user scenarios.
- Define evaluation criteria & scoring model (business value, UX, integration fit, security/compliance, TCO, scalability).
- Coordinate with Security / Architecture / Procurement / Legal where needed, ensuring a transparent and rigorous selection process (documentation, decision log, evaluation evidence).
- Agile Delivery & Implementation (only if applicable – after extension):
- Own and continuously refine the product backlog, priorities, and release planning.
- Work hand-in-hand with technical profiles (architects, integration specialists, data specialists, security) to ensure feasibility and quality.
- Validate increments with users, organize UAT, and drive iterative improvements based on feedback.
- Change, Adoption & Value Realization (only if applicable – after extension):
- Prepare and execute adoption approach: training needs, communication, new ways of working, and stakeholder alignment.
- Define success metrics and track outcomes (e.g., adoption, time saved, customer follow-up quality, data completeness, reporting reliability).
Requirements:
- Good level of Dutch and/or French and English is required.
- Experience researching and shaping customer solutions & digital software products.
- Proven experience with CRM tools (selection and/or implementation and/or optimization).
- Strong ability to integrate business knowledge into structured analysis and recommendations.
- Strong ability to integrate technical constraints and collaborate closely with technical profiles.
- Experience in the energy sector and good knowledge of the Belgian energy market.
- Comfortable in a fast-evolving environment; able to quickly integrate updates and reprioritize.
- Problem-solving mindset & proactivity: propose solutions/alternatives to move forward.
- Customer-oriented and autonomous.
- Team spirit, intrapreneurial mindset, results oriented.
