Business Analyst CRM & Membership Engagement Systems

Job Title: Business Analyst CRM & Membership Engagement Systems
Location: Remote

About the Role:

We are looking for a Business Analyst with strong expertise in CRM and membership management systems. The role involves working with a leading roadside assistance service provider in the US, which also offers travel, mobile, financial services, and insurance products.

You will bridge the gap between business needs and technology solutions, focusing on customer engagement, membership lifecycle management, and CRM-driven processes.

Key Responsibilities:

• Gather and document business requirements from stakeholders.
• Map and optimize membership lifecycle processes enrollment, renewals, upgrades, cancellations.
• Support cross-sell and upsell initiatives across multiple service lines.
• Create BRDs, FSDs, user stories, and acceptance criteria.
• Collaborate with technical teams to design and deliver solutions.
• Conduct impact analysis, requirement walkthroughs, and UAT sessions.
• Monitor CRM usage and provide insights on lead management and customer servicing.
• Ensure data quality and compliance with data management standards.
• Support reporting and dashboard needs for performance tracking.
• Act as a liaison between business, IT, sales, and customer support teams.

Qualifications:

• Bachelor's degree in Business Administration, Information Systems, or related field.
• 7+ years of experience as a Business Analyst, preferably in CRM and membership-based services.
• Strong understanding of customer lifecycle management, lead management, and service workflows.
• Experience in documenting business processes and writing clear specifications.
• Familiarity with cross-selling and multi-product environments (e.g., travel, telecom, financial services, insurance).
• Proficiency in data analysis and reporting.
• Excellent communication and stakeholder management skills.
• Experience with CRM analytics and dashboards is a plus.