Senior Business Analyst (Customer)

The company, a leading luxury retailer in the Middle East for over seven decades, is looking for a Senior Business Analyst to join the Customer Technology Team. This role presents an exciting opportunity to drive initiatives across Loyalty Management, Gift Cards, and integrated Customer Experience platforms such as Salesforce CRM and Marketing Cloud.

You will be responsible for defining, designing, and delivering functional requirements while ensuring the seamless integration of customer, loyalty, and commerce data across systems. You will work closely with business and technical teams to optimize loyalty program operations, enhance customer experiences, and act as a bridge between business stakeholders, product managers, and technical teams.

Key Responsibilities:

• Lead requirements gathering and documentation for Loyalty and Gift Card projects.
• Translate business needs into functional requirements, process flows, and data mappings.
• Partner with architects to align system configurations with business objectives.
• Create user stories, acceptance criteria, and manage documentation in JIRA/Confluence.
• Collaborate with various teams to align use cases with business value.
• Ensure accurate data synchronization across systems and address any data inconsistencies.
• Develop and execute testing procedures to validate integrations and business rules.
• Stay updated on platform capabilities and loyalty best practices to drive continuous improvement.

Requirements:

• Bachelor’s degree in Business, Computer Science, or a related field.
• 5+ years of experience as a Business Analyst or Functional Consultant in Loyalty, CRM, or Martech projects.
• Proven experience with SessionM Loyalty or equivalent loyalty platforms.
• Familiarity with Salesforce Service Cloud / Marketing Cloud and effective integrations.
• Strong experience in requirements documentation, process mapping, and UAT execution.
• Excellent communication and stakeholder management skills.