Business Analyst – Global CRM Transformation (Marketing/Data OR Service)

Are you ready to be a core Business Analyst of a global digital transformation? In the project of scaling the CRM ecosystem we're looking for two high-impact Salesforce Business Analysts to join our client's team working in a Hybrid mode from their Bad Homburg offices .

Whether you are a master of Service Excellence OR Data-Driven Marketing , these roles offer the chance to own the functional evolution of a global platform. We don't just look for someone who can configure a field, we need a process-orientated partner who can bridge the gap between business needs and technical brilliance.

The Mission: What You’ll Do:

While both roles focus on driving adoption and harmonizing global processes, you will specialize in one of two critical streams:

Common Responsibilities for Both Roles:

• Process Architecture: Map and harmonize end-to-end business processes, translating complex needs into actionable epics, features, and user stories.
• Platform Configuration: Hands‑on configuration and validation within the Salesforce ecosystem to ensure scalable, best‑practice solutions.
• Global Rollout & Support: Lead discovery workshops, localizations, and training sessions; providing "hypercare" to ensure smooth transitions for global teams.
• Data Stewardship: Maintain high data quality and reporting foundations to drive operational insights and measurable KPI tracking.
• Collaboration: Partner with IT and local admins to ensure technical solutions align with global strategic goals.

Role 1: The Service & Field Operations Specialist

• Focus: Service Cloud and Salesforce Field Service.
• Impact: Own the evolution of omni‑channel service and efficient field operations (including Agentforce for Life Sciences).
• KPIs: Drive improvements in critical metrics like SLA, First‑Time Fix (FTF), and Mean Time to Repair (MTTR).

Role 2: The Marketing & Data Engagement Specialist

• Focus: Salesforce Marketing Cloud and Salesforce Data Cloud.
• Strategy: Collaborate with IT on scalable solution designs that turn data into meaningful customer journeys.

The Profile: What You Bring:

Core Requirements (Must-Haves for Both):

• Education: University degree in Business Administration, Economics, or a related field.
• Salesforce Expertise: Minimum of 2 years as a Salesforce BA/Admin.
• Core Certification: Salesforce Administrator Certification is required.
• Toolkit: Proficiency with Jira/Confluence and strong stakeholder/project management skills.

Specialized Qualifications:

• For the Service Role: Certifications in Service Cloud and/or Field Service.
• Salesforce Business Analyst certification is a strong plus.
• For the Marketing/Data Role: Preference for certifications in Marketing Cloud, Data Cloud, or Salesforce Business Analyst.

Why Join?

You’ll be at the centre of a global rollout, influencing how to interact with customers across the globe. If you are a proactive problem‑solver who thrives in an international environment, we want to hear from you.