Associate Director, CRM Operations
Fitch Group, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Intake and triage enhancement requests: Manage the intake process via the backlog tool Jira. Clarify business value, scope, dependencies, and urgency; define acceptance criteria.
- Requirements and process analysis: Conduct discovery sessions, interviews, and workshops with business stakeholders. Document current-state and future-state process flows, user stories, and use cases. Propose Salesforce-native solutions before considering custom development.
- Testing and quality assurance: Change management and enablement: Create user guides, and training materials; deliver demos and training sessions as needed. Support go-live activities and post-release adoption monitoring as needed.
- Governance and compliance: Adhere to SDLC, change control, and environment management (dev/sandbox/prod). Ensure enhancements meet security, privacy, and regulatory standards.
Requirements
- 3–5+ years as a Business Analyst or Product Analyst, with at least 2+ years working directly on Salesforce enhancements
- Hands-on experience with Salesforce Sales Cloud and/or Service Cloud is a plus
- Familiarity of the end-to-end commercial workflows (lead creation → qualification → opportunity → closed won → renewal) with sales and marketing
- Familiarity with Salesforce configuration concepts
- Experience with Agile/Scrum, user story writing, acceptance criteria, and backlog management tools
- Excellent communication, facilitation, and stakeholder management skills
- Analytical mindset with strong problem-solving and prioritization abilities.
Benefits
- Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
- A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
- Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
- Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
- Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
- Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Salesforce enhancementsSalesforce Sales CloudSalesforce Service CloudAgileScrumuser story writingacceptance criteriabacklog managementprocess analysisquality assurance
Soft Skills
communicationfacilitationstakeholder managementanalytical mindsetproblem-solvingprioritization