BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!
British American Tobacco Poland has an exciting opportunity for an IDT Business Analyst – CRM in Warsaw
The Customer Relationship Management (CRM) Systems Analyst is responsible for managing and optimizing the CRM solutions available in an organization. This role is critical for ensuring the stability, cohesion and ease of maintenance of global CRM systems, in order to ensure their maximum efficiency and productivity across business units and geographies.
Land simplification initiatives and global platform rollouts within the DBS portfolio through digital transformation and accelerate opportunities for end users of CRM systems.
Accountable for stability, efficiency & silent running through management & monitoring of IDT CRM platforms and integration endpoints by underpinning contracts (SLA); driving towards a world class IDT user experience and compliance.
Your key responsibilities will include:
Platform Management:
- Develop, document, and share standard methodologies for handling, maintaining, and enhancing Customer Relationship Management (CRM) platforms.
Specific Activities:
- Data Organization: Analyze and organize customer data in CRM systems, dataflows to external integrated solutions across the direct-to-consumer ecosystem.
- System Management: Monitor and maintain the CRM system, work with Service Teams with the goal of ensuring it is up-to-date and functioning properly.
- High-Level Integration Design: Propose initial integration connection designs for systems to be integrated with the CRM platforms, lead/assist in Architecture/Security/Legal reviews of change requests.
- Single Consumer View: Promote and champion the usage of data available in CRM systems for optimizing global, regional and local performance of teams responsible for consumer relationship management.
Partner Engagement:
- Collaborate with End Markets to define and prioritize use cases, capture and manage demand for future platform development, and identify technology debt.
Backlog Management:
- Act as a proxy Product Owner, maintaining the platform backlog and ensuring tasks are prioritized and driven effectively.
Roadmap and Execution:
- Co-create the platform roadmap and oversee its execution and Collaborate with Solution Architects to ensure alignment of technical solutions with business needs and company compliance, security and architecture standards.
What are we looking for?
Skills:
- Previous Experience with Salesforce Service and Marketing Cloud and other CRM software solutions (HubSpot proficiency is a big plus).
- Familiarity with agile methodologies, particularly Scrum.
- Strong capability in backlog management, capacity planning and cost management.
- Proficient in backlog management tools, e.g., Azure DevOps, Jira/Confluence (ServiceNow proficiency is a big plus)
- Ability to lead diverse and geographically dispersed teams, such as business analysts, technical experts, and process owners to articulate and remedy service level issues.
Experience:
- Proven experience as a Business Analyst in a digital or marketing technology environment.
- Demonstrated experience working with SalesForce and/or other CRM systems.
- Experience in handling and maintaining high-complexity digital platforms, preferably in a direct-to-consumer (D2C) context.
- Experience in working with solution integrations.
What we offer you?
• We offer a market leading annual performance bonus (subject to eligibility)
• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes
WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.
We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.
If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.