Associate Director, CRM Operations (London)

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast‐paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

The Commercial Platforms Associate Director will partner with business stakeholders and technical teams to identify, analyze, and deliver improvements to our Salesforce platform. This role translates business needs into clear, actionable requirements, prioritises enhancement requests, and ensures solutions are designed and implemented to drive user adoption, data quality, and measurable business outcomes.

How You'll Make An Impact

• Intake and triage enhancement requests: Manage the intake process via the backlog tool Jira. Clarify business value, scope, dependencies, and urgency; define acceptance criteria.
• Requirements and process analysis: Conduct discovery sessions, interviews, and workshops with business stakeholders. Document current‐state and future‐state process flows, user stories, and use cases. Propose Salesforce-native solutions before considering custom development.
• Testing and quality assurance.
• Change management and enablement: Create user guides, and training materials; deliver demos and training sessions as needed. Support go‐live activities and post‐release adoption monitoring as needed.
• Governance and compliance: Adhere to SDLC, change control, and environment management (dev/sandbox/prod). Ensure enhancements meet security, privacy, and regulatory standards.

You May Be a Good Fit If

• 3–5+ years as a Business Analyst or Product Analyst, with at least 2+ years working directly on Salesforce enhancements.
• Hands‐on experience with Salesforce Sales Cloud and/or Service Cloud is a plus.
• Familiarity of the end‐to‐end commercial workflows (lead creation → qualification → opportunity → closed won → renewal) with sales and marketing.
• Familiarity with Salesforce configuration concepts.
• Experience with Agile/Scrum, user story writing, acceptance criteria, and backlog management tools.
• Excellent communication, facilitation, and stakeholder management skills.
• Analytical mindset with strong problem‐solving and prioritisation abilities.

What Would Make You Stand Out

• Business acumen and user empathy.
• Structured requirements gathering and documentation.
• Cross‐functional collaboration.
• Detail orientation with a focus on outcomes.
• Adaptability in a fast‐paced environment.

Why Choose Fitch

• Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location.
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity.
• Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long‐term goals.
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritise a healthy body & mind.
• Supportive Parenting Policies: Family‐first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively.
• Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives.

Fitch is committed to providing global securities markets with objective, timely, independent and forward‐looking credit opinions. To protect Fitch's credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.