Business Analyst CRM

Function

We’re looking for a consultant to join our client’s team and support a strategic CRM initiative within a dynamic and evolving environment. This role offers the opportunity to shape how customer interactions and data are managed, from early discovery through to potential implementation, all while contributing to a forward-looking and impactful industry.

The Role

You will take the lead in analyzing business needs and translating them into a clear CRM vision and actionable requirements. Acting as the bridge between business and technology, you’ll guide stakeholders through discovery, challenge assumptions, and help define a future-proof solution landscape.

• Lead workshops and interviews with key stakeholders to identify needs, pain points, and objectives
• Translate insights into structured deliverables such as personas, user journeys, use cases, and user stories
• Define scope boundaries between CRM and surrounding systems
• Build a CRM vision, including MVP scope and roadmap
• Ensure analysis quality: clarity, completeness, traceability, and actionable recommendations

Key Responsibilities

You will be responsible for driving the full discovery and selection process, ensuring a structured and value-driven approach.

• Produce business and functional requirements, process maps (AS-IS / TO-BE), and data/reporting needs
• Identify integration requirements across systems (e.g. identity, reporting, communication tools, ticketing)
• Ensure requirements are prioritized, testable, and traceable
• Conduct market analysis and support vendor selection (RFI/RFP readiness)
• Develop evaluation frameworks, demo scenarios, and scoring models
• Collaborate with architecture, security, procurement, and legal stakeholders to ensure a robust selection process

If the project evolves into implementation:

• Manage and refine the product backlog and priorities
• Work closely with technical teams to ensure feasibility and quality
• Support testing, user validation, and iterative improvements
• Drive adoption through training, communication, and stakeholder engagement
• Define and track success metrics (adoption, efficiency, data quality, etc.)

Your Profile

We’re looking for someone who combines strong analytical thinking with excellent stakeholder engagement skills and a proactive mindset.

• Proven experience in CRM analysis, selection, implementation, or optimization
• Strong experience in business analysis and translating needs into structured solutions
• Ability to collaborate effectively with both business and technical stakeholders
• Experience with digital product or customer solution design
• Knowledge of complex environments with multiple integrations is a plus
• Familiarity with the energy sector and the Belgian market is an advantage
• Comfortable in fast-changing environments with evolving priorities
• Autonomous, solution-oriented, and proactive attitude
• Strong communication skills and team-oriented mindset

Additional Requirements

• Language skills: English and Dutch are required (French is a plus)
• Candidates must have the legal right to work and reside in Belgium

This opportunity offers the chance to contribute to a meaningful transformation project within a collaborative and forward-thinking environment, where innovation and impact go hand in hand.