Business Analyst CRM

Description

Job Summary: This role seeks a professional to translate business needs into clear and efficient CRM solutions, impacting internal operations and customer experience at a global airline. Key Highlights: 1. Real functional impact on strategic CRM functionalities 2. Collaborative and cross-functional environment with IT and business teams 3. Agile methodologies applied in real projects and decision-making **Description:** ---------------- In this role, you will have the opportunity to translate business needs into clear, efficient, and strategically aligned CRM solutions for a global airline. Your work will directly impact internal operations and customer experience throughout the entire customer lifecycle with Air Europa. You will join the CRM team within a collaborative, continuous-improvement-oriented environment where functional quality, coordination with IT, and business vision are essential to delivering robust and sustainable solutions. **Benefits of working with us:** * Real functional impact: Participate in defining and evolving strategic CRM functionalities, with the ability to analyze, propose, and improve key business processes. * Professional stability: Permanent contract with a leading airline, offering a clear long-term vision for growth and digital transformation. * Collaborative and cross-functional environment: Work closely with IT, business, and functional expert teams, actively participating in decision-making. * Agile methodologies in real projects: Participate in defining, prioritizing, and tracking agile developments aligned with business objectives. * Flexibility and work-life balance: Flexible working hours Monday to Friday and the possibility of remote work two days per week. * Work at Air Europa's central offices in Llucmajor, in a professional and well-structured environment. * Flight benefits: Air Europa tickets and those of partner airlines for yourself, your family, and friends, plus additional benefits and discounts. **Job Mission:** You will ensure CRM evolves coherently with business strategy, translating functional requirements into clear, viable, and high-quality solutions. You will be a key figure in ensuring the proper definition, validation, and tracking of functionalities, incidents, and improvements—contributing to more efficient operations and an enhanced experience for customers and internal teams. Your work will make CRM processes more robust, aligned, and value-driven, facilitating decision-making and continuous improvement. **Key Responsibilities:** * Define and document CRM functionalities, ensuring alignment with business strategic objectives. * Analyze CRM incidents and enhancements, assess their impact, and propose viable functional improvements. * Coordinate the definition, validation, and testing of user stories with IT and business teams, ensuring quality and consistency. * Facilitate refinement sessions and actively participate in sprint planning, ensuring proper prioritization and execution of developments. **What will make you successful in this position:** * Experience in CRM projects: Enables you to understand processes, anticipate impacts, and deliver business-aligned functional solutions from day one. * Knowledge of CRM platforms (Salesforce, Pega, Dynamics or similar): Critical for evaluating functionalities, defining improvements, and ensuring correct implementation. * Functional analysis and documentation skills: Help you write clear, structured, and results-oriented user stories. * Experience working with agile methodologies: Enables effective participation in refinements, sprint planning, and development tracking. * Incident management and analysis: Fundamental to guaranteeing CRM operational quality and continuity of service to business areas. * Fluent English communication: Enables confident performance in international environments and technical documentation. * Experience in aviation or AI-powered customer solutions (desirable): Provides additional insight for more complex and innovative projects.