Digital Services, Retail & CRM IT Business Analyst

Role Overview

Within Swiss Markets IT team, this role ensures the stability, quality, and continuous improvement of e‑Commerce, Retail, CRM and Digital solutions for the Region (Switzerland, India, Brazil, Mexico, LATAM). The position has a strong Run, Support and Quality orientation, with significant responsibility on testing, coordination, incident and bug management, while also covering small to medium functional projects and evolutions in close collaboration with Business teams, Global IT, Markets, European IT and external partners.

The role sits at the crossroads of support, quality assurance, and project management and delivery, ensuring reliable day‑to‑day operations while supporting controlled evolutions of the digital ecosystem.

Key e‑Commerce applications are SAP HYBRIS (e‑commerce Backoffice, migration planned), Adyen (PSP), Kibana/ELK (Monitoring), Commerce Tools (new e‑commerce engine) and all systems linked to order fulfillment management. Major Retail applications in the scope of this position are ORACLEPOS (ORION program), the Clienteling app (My Boutique App ), the CRM ecosystem (around the Pioneer solution), Adyen, the after‑sales solution (ACET), the traffic counting solutions (Tallyfi, Prodco), RFID, InChanel, My Inventory App , OAB solutions, etc.

Run, Stability & Quality

• Guarantee the availability, performance, and quality of e‑Commerce, Boutique POS, Digital applications, CRM platforms and related services (web, OMS, payment, client services).
• Coordinate run activities, incident management, and root cause analyses with global, regional, and local IT teams.
• Monitor recurring issues and contribute to preventive and corrective action plans.

Support, Testing & Validation

• Co‑lead testing activities in close and equal collaboration with the Digital and Division teams, with shared responsibility on quality and readiness.
• Jointly define, plan, and coordinate testing activities (SIT, UAT, regression, non‑regression) for run topics and projects.
• Ensure, together with Digital and Division teams, proper coverage of functional, integration, and end‑to‑end tests.
• Collaborate on the validation of fixes, enhancements, and releases prior to production deployment.
• Contribute with the Digital and Division teams to the continuous improvement of testing processes, documentation, and ways of working.

Project & Evolution Contribution

• Lead or contribute to small and medium‑scale projects and functional evolutions related to e‑Commerce, Retail, Digital and CRM.
• Coordinate the e‑Commerce migration rollout with the Digital team, GDS (the Global team), and the local team (market).
• Ensure quality, operational readiness, IT coherence, and smooth handover from project to run.
• Participate in roadmap planning, taking into account operational constraints and dependencies.
• Define and implement interfaces between various solutions in collaboration with the suppliers and internal or external partners. Carry out testing of solutions/upgrades/bug fixes, including interface testing.
• Implement specific platforms (cash registers, mobility, electronic banking, etc.) according to business needs in collaboration with the European IT teams that develop most of the applications used for Boutiques in the Swiss Markets region.
• Contribute to the monitoring and coordination of all tasks related to systems and technology aspects for the Boutique opening, renovation and relocation.

Coordination & Governance

• Act as a key interface between Business, Markets, Global IT, Europe IT and external partners.
• Organize and animate operational follow‑ups, workshops, and coordination meetings.
• Maintain clear documentation and ensure compliance with IT governance, security, and audit standards.

• Education:
  
  5 years of higher education in engineering.
• Successful experience in e‑Commerce, Retail and CRM fields (minimum 3 years), ideally in the Fashion or Luxury goods sector.
• IT knowledge: strong e‑Commerce and CRM technical and functional expertise is mandatory.
• Functional expertise of the e‑Commerce journey (from browsing to order confirmation to reverse logistics). OMS & Fulfillment flows, payment flows and…