Business Intelligence Analyst - Retail Systems & CRM

1. Application Support & Issue Management  

• Frontline Technical Support: Serve as a primary technical and functional point of contact for retail store teams experiencing issues with the Proximity clienteling platform. 

 •Triage & Resolution: Perform rapid issue triaging and deep-dive troubleshooting. Resolve configurations or escalate advanced bugs to IT vendors and internal engineering and data teams. 

 • System Health Monitoring: Monitor overall system performance, data sync integrity between platforms, and ensure high availability for in-store teams.  

• Knowledge Management: Maintain a centralized repository of issue logs, resolutions, and recurring technical trends to inform future system upgrades and training opportunities.  

2. User Acceptance Testing (UAT) & Quality Assurance  

• UAT Coordination: Support the planning, coordination, and execution of UAT cycles for new features, API updates, and platform enhancements. 

 • Test Scenario Design: Collaborate with business users to define realistic test cases, edge cases, and strict acceptance criteria. 

 • Release Gatekeeper: Document test execution results meticulously, tracking defects and ensuring the platform meets rigorous quality and compliance standards prior to production deployment. 

 3. Business Analysis & System Enhancements 

 • Requirement Gathering: Partner closely with retail, commercial, and marketing stakeholders to discover, document, and analyze the technical requirements needed to support business strategies. 

 • Functional Requirements: Translate business requests into clear, actionable functional requirements and user stories for technical development teams. 

 • Data Integrity & CRM Analytics: Collaborate with the wider BI team to ensure that customer data captured in-store via clienteling platforms flows accurately into CRM environments for precise targeting, campaign measurement, customer segmentation, and ongoing performance analysis.  

• Process Innovation: Continuously evaluate current workflows to identify automation opportunities, data gaps, and system bottlenecks.

 • CRM Analytics & Reporting: Analyze CRM and clienteling data to identify trends, measure campaign and customer engagement performance, support audience segmentation, and provide actionable insights to retail and marketing stakeholders.

  4. Project Coordination & Cross-Functional Alignment

  • Project Support: Support the coordination and execution of small-to-medium digital projects, system updates, and third-party vendor rollouts.

 • Timeline Management: Manage project timelines, track milestones, mitigate risks, and proactively clear roadblocks.  

• Stakeholder Communication: Maintain clear, concise, and transparent communication loops between non-technical business units, internal IT/BI teams, and external technology vendors. 

 Required Skills & Experience:  

 Experience: 2–4 years of experience in business analysis, application support, or a technical-functional role within a data-driven environment. 

 • Retail Domain Expertise: Proven experience working with retail technologies, omni-channel ecosystems, or point-of-sale (POS) environments. Direct experience with clienteling platforms (e.g., Proximity) is highly advantageous.

  • CRM & Marketing Tech: Hands-on exposure to Salesforce Marketing Cloud (SFMC), specifically regarding journey builder, data extensions, or similar enterprise CRM ecosystems. 

 • Testing Methodology: Strong background in QA/UAT planning, coordination, and defect tracking.  

• Analytical Mindset: Excellent problem-solving skills with a natural curiosity for how data flows between disparate systems. Comfortable working adjacent to BI reporting tools and databases. 

 • Communication Skills: Ability to translate technical concepts into clear business language, and vice versa.  Strong communication and collaboration skills are essential.

  • Technical & Coding Skills (Optional Plus): Basic coding is a major asset, especially SQL/Python for pulling data, HTML/CSS for fixing email templates. 

Key Competencies for Success:  

• Stakeholder Management & Empathy: Ability to remain calm and supportive when dealing with frustrated end-users (retail store staff) while remaining analytical when dealing with developers.  

• Attention to Detail: Deep commitment to data accuracy and thoroughness, particularly during system testing and requirement mapping.  

• Initiative: A self-starter who takes ownership of assigned work, identifies opportunities for improvement, and follows through on deliverables with limited oversight. 

• Adaptability: Comfort navigating a fast-paced retail environment where business priorities and promotional calendars can shift quickly 

This job description is not all-inclusive, and MCM Products USA Inc. reserves the right to amend this job description at any time.  MCM Products USA Inc. is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment.    

Salary range reflects the good-faith hiring base salary range for this position. However, individual salaries are  determined by a variety of factors including, but not limited to: business considerations, local market conditions,  internal equity, as well as candidate qualifications such as relevant skills, experience, and education/training.