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Senior Analyst, Business Process - Customer Engagement & Loyalty

Company: Axians redtoo Inc.
Location: New York
Posted on: October 14, 2019

Job Description:

Job Description

Overview
Axians redtoo recently brought its almost 30 years of experience in IT and consulting solutions to the Axians family. As both strategic advisors and a full-service IT provider, our customers' core businesses benefit through our optimization of their business processes and effectively implementing their technology investment.

We are seeking a Sr Business Process Analyst to join our fast growing and dynamic global IT consulting company.

Job Description
The Business Process Management (BPM) organization contributes to transformation through global adoption of new and enduring business capabilities. The mission is to lead, listen and partner to create extraordinary value for the brands through process excellence. BPM optimizes business processes to deliver consistent, core capabilities balanced with flexibility to support value add brand/regional differences.

The Business Process Team operates as internal consultants across the organization, leading the design and implementation of leading practices and transformation programs.

The team serves as SME's, guiding and supporting business units on strategies/roadmaps, business process design, development of capabilities and systems, performance metrics, training, adoption, and continuous improvement.

Responsibilities
The primary responsibility of the Senior Analyst, Business Process - Customer Engagement & Loyalty is to support the advancement of end-to-end Customer Engagement & Loyalty business processes, capabilities, & performance spanning program design, campaign creation & execution, personalization, collaboration, and analytics.

This role will contribute to process optimization, support analysis of current and future state processes through modeling using BPM techniques, and help define and optimize how relevant business information flows throughout the enterprise. This role will also support implementation of Customer Engagement & Loyalty capabilities with focus on tactical execution of business enablement activities including business requirements & training documentation, user acceptance testing, training & business adoption, and continuous improvement.

  • Contribute as a Customer Engagement & Loyalty Subject Matter Expert SME with strong working knowledge of Customer Engagement & Loyalty business processes, leading practices, & tool capabilities
  • Conduct ""as is"" discovery of current state Customer Engagement & Loyalty processes to understand business requirements & improvement opportunities with delivery of new capabilities
  • Document future state business processes and requirements leveraging new capabilities
  • Perform current vs. future state assessments to assist business units with understanding of ""from/to"" change impacts
  • Support execution of change readiness action plans to ensure successful adoption
  • Assist preparation and execution of user acceptance testing
  • Regularly report and update on progress, timelines, and challenges
  • Develop Customer Engagement & Loyalty ""day in the life"" business process training playbooks, how-to guides, and procedure documentation
  • Deliver Customer Engagement & Loyalty ""day in the life"" training and conduct pre and post go-live evaluations to identify risks and drive training/adoption corrective actions
  • Monitor Customer Engagement & Loyalty process performance & tool adoption with objective of diagnosing issues & identifying improvement actions
  • Support cross business unit forums to exchange of Customer Engagement & Loyalty best practices, transfer knowledge, share adoption successes and learnings, and drive continuous improvement opportunities
  • Assist with management and documentations of enhancement requests across business units related to Customer Engagement & Loyalty continuous improvements
  • Stay apprised of latest process and technology capabilities that can be applied to Customer Engagement & Loyalty processesDesired Skills and Requirements
    • Minimum 5 years operational and/or consulting experience CRM, Loyalty Program Management, Digital Marketing, Customer Retention Marketing, or Customer Analytics & Insights in a multichannel retail setting
    • Minimum of 2 years' experience in business process management or improvement
    • Fashion /Apparel or Consumer Products industry experience a significant plus, especially a fast-moving, multi-channel consumer goods business
    • Development and execution of customer journeys across multiple engagement channels (i.e. email, social, push notifications, direct mail, internet products or marketplaces)
    • Executing customer loyalty in a unified commerce environment while addressing the challenges of creating a single view of the customer for the whole organization
    • 2+ years of experience with an advanced CRM, Loyalty, & Consumer Data Analytics platforms. Expert level user preferred.
    • Development and communication of analytics and KPIs at the program, customer, and campaign levels measure program effectiveness & drive improvements
    • Prefer experience with people management and/or project management Education:
      • Bachelor's degree in Business, Marketing, or related field. Seniority / Ideal background
        • Strong knowledge of Customer Engagement & Loyalty domain
        • Practical experience designing and documenting business processes and sub-processes
        • Self-motivated with excellent communication and interpersonal skills
        • Strong quantitative, analytical and critical thinking skills, and financial/business acumen with proficiency in & ability to train retail math
        • Proven ability to educate and train others in new ways of doing business
        • Solid project management skills
        • Ability to work under pressure, meet deadlines and handle multiple projects simultaneously INTERNAL & EXTERNAL CONTACTS:
          Internal:
          • Business leaders, process owners & end users in Wholesale & Retail Marketing & CRM across business units
          • Cross-functional business partners in Merchandising, Sales, and Customer Service across ALL business units/brands
          • IT leaders, business analysts, & developers
          • Program management & change management partners External:
            • Functional/technical project consultants
            • Customer Engagement & Loyalty industry groups Supports key decisions to optimize business processes and supporting capabilities through assessment of current process, development of future state process, & documentation of capability requirements with partners. Evaluates and monitors process/tool performance and training/adoption approach and outcomes to identify continuous improvement opportunities.

              RESOURCEFULNESS/CREATIVITY:
              Requires a high degree of creativity and vision, adaptability to changing trends and/or business demands, and strong analytical mindset. Takes a new perspective on current processes in order to develop more efficient and effective processes across brands and/or regions.

              This role requires innovation in developing new and/or driving continuous improvement of existing Customer Engagement & Loyalty processes, methods, or solutions to improve effectiveness, efficiency, or support changing business strategies.

              ENVIRONMENT:
              The Business Process Analyst will be required to work on projects requiring significant process and/or organizational and cross business unit alignment/buy-in. This role must also be able to work in a fast-paced environment and handle multiple tasks simultaneously. Domestic and international travel may be required, depending on assigned projects.

              Benefits Overview
              Competitive salary and benefits packages

              Company Description:

              Starting in Switzerland 25 years ago, redtoo inc. has grown into one of the most successful global IT consulting companies with offices spanning several countries. We are both strategic advisors and full service IT providers with a comprehensive know-how under one roof. Our customers core business benefit from us optimizing their business processes and efficiently implemented their technology investment. We---ve established ourselves by creating perfect system architectures supported by the best equipment available.--Our shared goal is to facilitate seamless IT processes that enable our customers to simply focus on their business without interruption.

Keywords: Axians redtoo Inc., New York , Senior Analyst, Business Process - Customer Engagement & Loyalty, Professions , New York, New York

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