The Customer Experience Analyst, will play a pivotal role in championing the use of the Company's CRM and marketing automation tools, including SAP C4C CRM, Google CDP, and other technologies, to guide the business units in adoption and innovation. The position holder's expertise will help to optimize customer experience strategy and ensure seamless integration of these tools across the organization.  The purpose of this role is to drive customer-centric decision-making and improve overall customer satisfaction, engagement, and retention by leveraging data insights and best practices in CRM and marketing automation. 

• Serve as the central champion for SAP C4C CRM, Google CDP, and other marketing automation tools, leading the efforts to drive adoption and innovation across business units. 
• Collaborate with cross-functional teams to define and document customer experience requirements, goals, and objectives, ensuring alignment with the organization's overall strategy. 
• Identify opportunities for process improvements and innovation, leveraging CRM and marketing automation technologies to optimize customer experience and drive business growth. 
• Analyze customer data and create actionable insights to improve customer engagement, satisfaction, and retention. 
• Develop and deliver training materials and user guides for SAP C4C CRM, Google CDP, and other marketing automation tools, ensuring that all business units are well-equipped to use these technologies effectively. 
• Work closely with IT divisional teams and business users to ensure seamless integration of CRM and marketing automation tools with existing systems and data sources. 
• Monitor the performance of CRM and marketing automation initiatives, tracking key performance indicators (KPIs) and providing regular reports to stakeholders. 
• Stay current with industry trends, best practices, and emerging technologies related to customer experience, CRM, and marketing automation, sharing knowledge and expertise with the team.