Customer Relationship Management Business Analyst

🚀 We’re Hiring: CRM Consultant

📍 Belgium | Hybrid

Join Energy Group and play a key role in shaping the future of Customer Relationship Management (CRM) within a critical infrastructure environment.

🔍 Your Mission

As a CRM Consultant, you will lead the journey from customer needs discovery → market analysis → solution selection → (optional) implementation & adoption.

🧩 Key Responsibilities

🔹 Discover & Challenge Needs

• Lead workshops with KAM, Customer & Operations teams
• Capture pain points, define personas, user journeys & use cases
• Translate needs into user stories & acceptance criteria
• Define CRM scope vs surrounding systems

🔹 Define CRM Vision & Requirements

• Build CRM vision, MVP & roadmap
• Deliver:
• Business & functional requirements
• AS-IS / TO-BE process maps
• Data, reporting & integration needs
• Ensure traceability & prioritization of requirements

🔹 Market Scan & Vendor Selection

• Conduct RFI/RFP-ready market analysis
• Create vendor shortlist & evaluation framework
• Run demos based on real business scenarios
• Collaborate with Security, Architecture, Procurement & Legal

🔹 Agile Delivery (if extended)

• Manage product backlog & priorities
• Work closely with architects & technical teams
• Lead UAT & iterative improvements

🔹 Change & Adoption (if extended)

• Drive adoption strategy, training & communication
• Define and track success metrics (usage, data quality, efficiency)

🎯 Requirements

• Strong experience in CRM tools (selection / implementation / optimization)
• Proven ability in business analysis & structured recommendations
• Experience working with technical teams & constraints
• Knowledge of Belgian energy market is a strong plus
• Fluent in Dutch and/or French + English
• Proactive, analytical, and customer-focused mindset

💡 Why Join?

• Work on high-impact digital transformation
• Collaborate with cross-functional experts
• Influence strategic decisions in a critical energy environment