CRM Business Analyst - London office, United Kingdom

Our Mission: To create the finest retail experiences.

Our Purpose: Making the extraordinary possible.

McArthurGlen Group, Europe's leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 23 designer outlets in 8 countries.

What you'll be doing...

We're looking for a skilled Business Analyst to join our Customer Solutions team and play a key role in delivering and optimising our CRM and loyalty platforms. You'll support business analysis, solution design, testing, documentation, and implementation across CRM modules and contribute to the evolution of our loyalty proposition. You will work closely with product owners, developers, marketing teams, and technology partners to translate business needs into effective, customer-centric solutions.

Key Responsibilities:

• Collaborate cross-functionally to deliver CRM and loyalty solutions aligned with business strategy.
• Translate business needs into clear, actionable requirements and user stories.
• Partner with internal stakeholders and vendors to deliver scalable solutions.
• Contribute to solution design, change management, and end-user documentation.
• Support test script development and user acceptance testing.
• Ensure technical stakeholder engagement (e.g., security, infrastructure, architecture).
• Assist in developing training materials and delivering training to business users.

Why McArthurGlen?

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 25%.
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Access special discounts at our Designer Outlets.
• Flexible Working: Hybrid working options where possible to accommodate your needs.
• International Exposure: Work with colleagues across eight countries within a global organization.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

To be successful you'll bring...

• Proven experience in a similar business analyst or IT-facing role.
• Experience in Agile and Waterfall delivery environments (DevOps a plus).
• Hands-on experience with CRM systems (Salesforce preferred: Marketing Cloud, Data Cloud, etc.).
• Strong understanding of loyalty program design and customer engagement strategies.
• Excellent documentation, analytical, and communication skills.
• Ability to work cross-functionally and manage stakeholder expectations.
• Retail or property sector experience is desirable, but not essential.

What to expect...

• We commit to replying to all applications, feel free to get in touch if you'd like an update.
• You will have a main point of contact within our Talent team.
• We're a collaborative business: it's important for you to meet as many people as you can during the recruitment process.
• We're also aware that your time is precious, so aim to keep to a two-stage process wherever we can.

Be part of something extraordinary... At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible. 95% of colleagues believe we treat each other with dignity and respect regardless of their personal identities. Even if you are not sure you fit all the requirements for a particular role, we'd still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.