Analyste de solutions, Gestion de la relation client et plateforme de données client (CRM et CDP)-FR

Role overview

Responsibilities

• Lead requirements analysis for customer service, call-centre operations, marketing, campaigns, journeys, personalization, sales, and customer lifecycle management.
• Translate needs into CRM configurations and CDP use cases for segmentation, identity resolution, and activation.
• Review functional designs with system integrators and balance out-of-the-box capabilities with custom solutions.
• Define user stories, use cases, acceptance criteria, and end-to-end CRM-CDP scenarios.
• Support user acceptance testing, defect triage, and go-live readiness.
• Transfer knowledge internally and prepare support teams for post-implementation operations.

Required qualifications

• At least five years as a business, solutions, or functional analyst.
• Hands-on Microsoft Dynamics 365 CRM experience across sales, customer service, and marketing.
• Practical CDP or marketing data platform experience, such as Bloomreach, Salesforce CDP, Adobe, or Tealium.
• Knowledge of customer data models, 360-degree views, segmentation, journeys, personalization, and omnichannel experience.
• Ability to work with business stakeholders, IT teams, and external vendors; strong communication, facilitation, and documentation skills.
• Professional spoken and written proficiency in French and English.

Education and certifications

• Bachelor’s degree in information systems, business administration, computer science, engineering, or related field; equivalent education and relevant experience may be considered.
• Certifications in Microsoft Dynamics 365, CDP/marketing technology, business analysis, or Agile delivery are listed as qualifications.

Work arrangement

• Hybrid work model: four office days per week and one day at home.

Benefits

• Travel privileges for eligible employees begin after six months of service.
• Health and dental benefits and training and development resources are offered; stated benefits apply to permanent full-time employees.