Project Manager / Business Analyst CRM

We are opening a position for a Project Manager / Business Analyst CRM to strengthen the team of our client based in Zurich.
As part of a broader transformation strategy, our client is redesigning its CRM and customer engagement ecosystem to improve personalization, marketing effectiveness, and customer loyalty. The initiative involves migrating existing tools and processes—including SAP CRM and Marketing Cloud—toward Microsoft Dynamics 365 Customer Insights – Journeys. The focus is to enhance the customer journey through better data alignment, campaign orchestration, and loyalty program integration.

Job Responsabilities

• Gather and translate business requirements related to CRM, marketing automation, and loyalty programs into functional solutions.

• Collaborate with marketing, sales, and loyalty teams to define use cases, customer journeys, and segmentation strategies.

• Design and support the rollout of personalized marketing campaigns using loyalty program data (e.g., points, tiers, rewards).

• Coordinate with technical teams to ensure proper configuration and integration of Microsoft Dynamics 365 with loyalty platforms.

• Define data models and ensure consistency between CRM, marketing tools, and loyalty systems.

• Map and optimize current SAP CRM and Marketing Cloud processes for migration to Dynamics 365 Customer Insights – Journeys.

• Drive user training and change management to ensure adoption of the new CRM and loyalty features.

• Support agile project delivery using tools like Jira and Confluence within CI/CD workflows.

• Minimum 5 years of experience in CRM and marketing project delivery, ideally within customer-centric environments.

• Strong business understanding of loyalty programs, customer lifecycle marketing, and campaign management.

• Experience with Microsoft Dynamics 365 Customer Insights – Journeys or equivalent marketing automation platforms.

• Ability to document and visualize business processes clearly and translate them into actionable implementation plans.

• Familiarity with SAP CRM, SAP Marketing Cloud, or other CRM ecosystems is a plus.

• Solid communication skills with the ability to engage stakeholders across marketing, IT, and management levels.

• Understanding of customer data, segmentation, and regulatory considerations (e.g., GDPR).

• Experience in Agile project environments with a focus on business value delivery.