Customer Relationship Management Business Analyst

Title – Business Analyst

Location – London (Hybrid) – 2 times per week

Contract Length – December 2025

Pay Rate – £650/day via umbrella

The role

As a Business Analyst in our CRM team, you will play an essential role in owning and shaping the BA activities (managing stakeholders and their requests, understanding problems, conducting analysis to clarify needs & refining stories) and being the conduit and translator between our sales, service & marketing stakeholders and our multi-disciplinary team.

About the CRM team

The CRM team supports multiple commercial teams across the Client brands in their mission to grow our customer base and provide the best in class service. We look after all the tools our Commercial teams use and need to do their job most effectively (Salesforce to manage their Sales pipeline, Docusign CLM to handle Contracts management, Leads targeting solutions, AI solutions & Events Management solutions to name a few).

We are a multi-disciplinary team of nearly 30 people, with a mix of skill-sets across Product (Product Managers & Business Analysts), Engineering (Full-Stack & Salesforce Engineers, Administrators & Third Party Consultants) & Delivery. Our team is primarily located across London, United Kingdom & Sofi a, Bulgaria

Key Responsibilities

● Collaborate with Sales, Service & Marketing stakeholders to identify and analyse business needs.

● Translate business requirements into clear, actionable stories for the technical team.

● Facilitate workshops and discussions to align priorities and outcomes.

● Lead business analysis efforts for CRM projects, ensuring alignment with organisational and department strategy.

● Support other BAs on the team by coordinating efforts and sharing best practices.

This role could be right for you if:

● You have experience working on CRM systems or Sales processes – Salesforce would be plus

● The idea of making a difference to our internal users excites you

● Your curiosity drives you to interrogate situations beyond the obvious

● You enjoy getting your teeth stuck into complex scenarios

● You are able to adapt your approach and communication style based on your audience

● Your facilitation skills help you effectively navigate different, and sometimes tricky, situations

● You flourish when balancing appropriate levels of detail and shifting priorities whilst keeping an eye on outcomes, strategy and scope

● You have an interest in Sales, Service & Marketing Technologies

This role may not suit someone who…:

● Would rather have work assigned to themselves and favour standardised templates to complete their analysis

● Prefer to take things away and present the outcome only once it’s absolutely perfect

● Is more comfortable offering tools or systems support than solving detailed use cases or business problems