Job Type: Full-Time
Location: Dubai, UAE
Industry: Retail & Luxury
Function: Business Analysis, CRM & Customer Technology
Nationality: Open to All
Salary: Not Disclosed

Role Overview

An exciting opportunity to join Chalhoub Group, a leading luxury retail partner in the Middle East, as a Business Analyst specializing in customer experience platforms powered by Salesforce.

In this role, you will drive end-to-end delivery of initiatives across Service Cloud, Data Cloud, and integrated CRM ecosystems. Acting as the bridge between business and technology teams, you will ensure customer platforms are scalable, data-driven, and aligned with operational and commercial goals across multiple brands and markets.

Key Responsibilities

Business Analysis & Functional Design

• Lead requirements gathering and translate business needs into user stories, workflows, and functional specifications.

• Design scalable solutions supporting customer care, CRM, and data-driven personalization.

• Collaborate with architects and data teams to define data models, integrations, and identity resolution strategies.

• Maintain traceability between requirements, technical design, and delivered outcomes.

• Manage and prioritize product backlogs aligned with quarterly and program increment planning cycles.

Delivery Ownership & Stakeholder Collaboration

• Own delivery of a defined workstream across CRM and customer data initiatives.

• Facilitate workshops, sprint reviews, and UAT sessions with cross-functional teams.

• Coordinate with internal stakeholders, engineering teams, and external vendors to ensure timely execution.

• Identify risks, manage dependencies, and communicate progress clearly to leadership.

Data Integrity, Governance & Platform Excellence

• Ensure accurate and consistent customer and interaction data across connected systems.

• Support governance practices related to data quality, consent management, and access control.

• Define KPIs for service performance, segmentation accuracy, and operational readiness.

• Recommend process improvements to enhance automation, reliability, and scalability.

Testing, Deployment & Continuous Improvement

• Define and execute functional, system integration, and user acceptance testing scenarios.

• Support go-live readiness through documentation, training, and rollout coordination.

• Monitor post-launch performance and drive optimization initiatives.

• Stay current with CRM innovations and continuously enhance platform maturity.

Requirements

• Bachelor’s degree in Business, Computer Science, or a related discipline.

• 5+ years of experience as a Business Analyst or Functional Consultant in CRM, digital, or data platforms.

• Strong expertise in customer service workflows, automation, and case management systems.

• Exposure to Customer Data Platforms (CDP), data integrations, APIs, and analytics-driven use cases.

• Experience working in Agile or SAFe delivery environments.

• Proficiency in tools such as JIRA, Confluence, and process-mapping applications.

• Strong understanding of data governance, segmentation, and customer lifecycle management.

• Salesforce certification or equivalent CRM credentials are preferred.

• Excellent communication skills with the ability to translate technical concepts into business value.

What the Company Offers

• Opportunities for career growth, internal mobility, and continuous learning.

• Exposure to innovation-driven retail transformation and omnichannel customer experiences.

• Competitive benefits including healthcare, education support, flexible work policies, and employee discounts.

• A diverse, inclusive workplace culture focused on collaboration and future-ready innovation.