Global CRM Business Analyst Expert

About the Role

Within the CRM Solution team, you act as a key expert reference on Salesforce Sales Cloud and CRM Analytics (Tableau CRM), working closely with both business and IT teams.

You are responsible for structuring complex business needs, designing robust functional solutions, and ensuring the quality of CRM and analytics solutions deployed across an international scope.

The role combines CRM functional expertise, data understanding, and cross-functional coordination, within a fast-evolving international environment.

Key Responsibilities

• Gather, analyze and challenge business requirements from Sales, Marketing and Business Development teams
• Translate business needs into detailed functional specifications, user stories and acceptance criteria
• Model and optimize CRM processes within Salesforce Sales Cloud
• Collaborate with IT, CRM BPO and development teams, and contribute to the backlog and release prioritization
• Prepare and lead functional testing and UAT phases , and support go-live activities
• Design, maintain and enhance CRM Analytics (Tableau CRM) dashboards
• Ensure data quality, consistency and reliability across CRM and reporting environments
• Contribute to the continuous improvement of CRM usage and tool performance
• Act as a functional referent for CRM Analytics and support team upskilling

Candidate Profile

• Minimum 5 years of experience as a CRM Business Analyst or Salesforce Consultant , ideally in an international environment
• Strong hands‑on expertise in Salesforce Sales Cloud (advanced functional level expected)
• Proven experience with CRM Analytics / Tableau CRM (dashboarding, data modelling, reporting)
• Good understanding of CRM data models, data flows and system integrations
• Experience working in Agile environments with cross‑functional IT/business teams
• Ability to structure, challenge and formalize complex requirements
• Strong communication skills with both business and technical stakeholders
• Autonomous, structured, and delivery‑oriented mindset
• Fluent English is mandatory

Nice to have

• Knowledge of Einstein AI features (scoring, recommendations, predictive capabilities)
• Experience in large‑scale CRM transformation programs
• Salesforce certifications

Diversity & Inclusion

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation.