Commercial Operations Analyst - FTC

This role is pivotal for the success of the Sales CRM COE as a function that will constantly deliver value to users and drive sales performance. The main expectation for this person is to:

Responsibilities

• be a key enabler in driving CRM adoption, ensuring it is effectively used across various markets, and promoting a culture of user engagement.
• serve as the go‑to person for local teams, offering hands‑on support and challenging existing ways of working to optimize the CRM's usage.
• be responsible for maintaining knowledge on the system, driving continuous user training, and promoting best practices.
• embed the agreed ways of working regarding the Global Sales Centre of Excellence governance and making it scalable for the future database of markets and users.
• Finally, engage with markets and central teams to develop initiatives that advance the Sales CRM strategy towards to become the primary source of insights on commercial activities, and in‑store execution.

Additionally, they will engage with senior leadership and cross functional teams, to ensure CRM alignment with business objectives and to gather valuable feedback for future enhancements beyond the Project CRM timeline.

CRM Adoption & User Engagement

• Serve as the main point of contact for users across multiple markets, providing day‑to‑day support and guidance on CRM usage.
• Drive the adoption of the CRM system by challenging existing processes and promoting best practices from bottom to top for efficient usage and to maximise benefits.
• Promote continuous user engagement through regular communications, identifying opportunities through different areas, beyond market teams.

Training & Knowledge Management

• Maintain and continuously update the training platform, ensuring materials are relevant, accessible to users at all levels.
• Ensure knowledge database reflects system updates, best practices, and evolving business needs.

Stakeholder Engagement & Community Building

• Build and manage strong relationships with key users, sales teams, and senior stakeholders, including Sales Directors and Country Managers.
• Engage with these stakeholders to understand their needs and challenges, and act as their advocate to ensure the CRM is aligned with their goals.
• Facilitate and grow a vibrant CRM user community that promotes knowledge sharing, sense of ownership and cross functional collaboration.

Backlog Management & Continuous Improvement

• Support the Senior Commercial Product Owner in managing the CRM backlog and creating the CRM roadmap by identifying opportunities for system improvements or new features, based on feedback and needs from the markets.
• Prioritise CRM‑related requests and enhancements in alignment with business goals and strategic initiatives, using CRM insights to endorse these recommendations.
• Collaborate with the markets and different teams to translate their feedback into actions and improvements to the Product Owner and technology teams.

Strategic Innovation & Operational Simplification

• Help drive the strategic agenda of innovation by actively promoting the CRM as a tool to simplify sales operations and uncover insights for business decision‑making.
• Identify and suggest opportunities for process optimisation and system enhancements that can further support the company's growth objectives.
• Contribute to the development and implementation of strategic initiatives to evolve the CRM into a comprehensive tool for sales excellence and business intelligence.

Ensure COE Governance & Control

• Be a guardian of the COE Governance and ways of working established, making sure documentation, processes, and formal meetings are maintained as planned.
• Ensure system data is accurate, performing constant review of how markets are managing their administrative tasks that may have an impact on the Central level to avoid any control breach.
• Identify, improve, and maintain Global reports and dashboards that allow the COE to track global metrics and to operate based on the system insights.

Qualifications

• Experience in Commercial or CRM operations.
• Knowledge and experience in sales processes and data analysis.
• Working across multiple teams and stakeholders.
• Able to prioritise tasks and manage…