Customer Relationship Senior Business Analyst

dcbel Inc. (www.dcbel.energy) is a growing company developing technology and designing products that will make clean, efficient, and sustainable energy accessible to all — because everyone in the world deserves energy without compromise.

dcbel at the leading edge of the residential energy revolution, enabling decentralized energy consumption and production through its vertically integrated suite of energy hardware and software products, and their supporting infrastructure. Our flagship product, the dcbel Home Energy Station, is a small wall mounted device that gives everyone ownership over their energy supply by using solar power to charge their EV and home, unlocking their EV’s battery for backup power (V2H), and optimizing the energy flow between their solar panels, EVs, backup battery and the grid.

The opportunity

dcbel is seeking a strategic and analytical Customer Relationship Senior Business Analyst to enhance how we engage with our customers. In this role, you will lead initiatives to optimise our CRM systems and processes, ensuring they align with business objectives and deliver exceptional customer experiences. This role involves leading CRM-related projects, providing strategic direction, and ensuring the CRM system aligns with business goals. The Customer Relationship Senior Business Analyst acts as a bridge between business stakeholders and technical teams, translating business needs into actionable system requirements.

Main responsibilities

• Lead CRM Projects: Oversee the planning, execution, and delivery of CRM-related projects, including implementations, upgrades, and enhancements. 
• Requirements Gathering and Analysis: Elicit, analyze, and document business requirements for CRM systems, translating them into user stories and functional specifications.
• System Optimization: Continuously evaluate and improve the CRM system to enhance user experience, streamline workflows, and maximize efficiency.
• Stakeholder Management: Build and maintain strong relationships with stakeholders across various departments, acting as a central point of contact for CRM-related matters.
• Solution Design and Validation: Collaborate with technical teams to design and validate CRM solutions, ensuring they meet business requirements and align with strategic objectives.
• Data Analysis and Reporting: Analyze customer data, identify trends, and generate reports to provide actionable insights for business decision-making.
• Training and Support: Develop and deliver training programs for CRM users, providing ongoing support and guidance.
• Change Management: Develop and implement change management plans for new CRM releases, including communication strategies and user training.
  

Key requirements

• University degree or equivalent in management Sales and Marketing or Computer Science
• 5 years of relevant experience in sales and marketing solutions in the area of market analyst, b2c solutions, marketing campaign
• In-depth understanding of CRM systems (e.g., Salesforce, Microsoft Dynamics CRM) and their functionalities.
• Ability to analyze complex data sets, identify trends, and translate findings into actionable insights. Creating dashboards using Power BI or Dynamics in-built dashboards. 
• Strong communication, interpersonal, and collaboration skills to work effectively with diverse stakeholders and third party developers
• Experience managing projects, including planning, execution, and delivery.
• Proven ability to gather, analyze, and document business requirements using various techniques
  
• Knowledge of MS Dynamics Sales Enterprise, Marketing and support modules, in particular, working with tables, forms and fields. Creation of business processes/rules
• Experience of ecomm best practices Creation of knowledge articles in Confluence, managing work in Jira
  
• Knowledge of Power Apps, Automations and Pages

Bonus skills

• Bilingual English and French.

Profile

• Excellent problem-solving skills to identify issues, propose solutions, and mitigate risks.
  

What's in it for you

• Be part of a company that is backed by numerous globally respected investors and has world-changing patents in an industry changing for the first time in history.
• Grow your professional experience amongst blue chip partners and a close-knit team of committed and experienced energy experts who deeply care about the work they do.
• Full benefits package including Health insurance, Health virtual care, employee stock options plan (ESOP) and flexible hours. Parking available or with our employer commute program a short walking distance from Metro Namur.