Business Intelligence Analyst - Retail Systems & CRM

Description

Our Brand
 MCM (Modern Creation München) is a luxury lifestyle goods and fashion house founded in 1976 with an attitude defined by the cultural Zeitgeist and its German heritage with a focus on functional innovation, including the use of cutting-edge techniques. Today, through its association with music, art, travel, and technology, MCM embodies the bold, rebellious, and aspirational. Always with an eye on the disruptive, the driving force behind MCM centers on revolutionizing classic design with futuristic materials. Appealing to the 21st Century Global Nomad generation - MCM’s millennial and Gen Z audience is genderless, ageless, empowered, and unconstrained by rules and boundaries.   MCM is currently distributed online and in 650 stores worldwide including Munich, Berlin, Zurich, London, Paris, New York, Hong Kong, Shanghai, Beijing, Seoul, Tokyo, Middle East and more.  For further information about MCM:  www.mcmworldwide.com.  
Working with us:
 With a highly collaborative workforce working from offices and stores around the world, MCM established a multinational/multicultural organization. To uphold the culture & value of MCM, we intend to fulfil our corporate social responsibility by implementing the following values and to comply with high degree of legitimacy and ethical standards. 
 Our employees make the best efforts to become high-performing individuals who reflect the diversity of the communities in which we work and live. MCM’s commitment to diversity and inclusion includes recruiting and retaining employees from diverse backgrounds and experiences, creating awareness of diversity issues and benefits, and fostering a supportive environment where inclusivity is expected and prioritized. We have zero tolerance in any form of harassment, insultation, ostracization or groundless defamation of any other person.  
 Position Overview:  
We are seeking a proactive, technically skilled, and analytical Business Intelligence Analyst (Retail Systems & CRM) to support, optimize, and enhance our omnichannel store and digital customer communication ecosystem. Reporting directly to the Director of Business Intelligence, this role supports retail business operations, marketing technology, and data teams by helping translate business needs into effective system and reporting solutions. 
 The primary focus of this role will be supporting the functional management of our clienteling platform while expanding into Salesforce Marketing Cloud (SFMC) to help build, monitor, and optimize data-driven customer engagement journeys. The ideal candidate is a strong problem-solver who can troubleshoot front-end retail app issues, analyze CRM analytics and data flows, identify insights, and support the translation of business needs into clear functional requirements. 

Requirements

 Key Responsibilities:  

1. Application Support & Issue Management  

• Frontline Technical Support: Serve as a primary technical and functional point of contact for retail store teams experiencing issues with the Proximity clienteling platform. 

 •Triage & Resolution: Perform rapid issue triaging and deep-dive troubleshooting. Resolve configurations or escalate advanced bugs to IT vendors and internal engineering and data teams. 

 • System Health Monitoring: Monitor overall system performance, data sync integrity between platforms, and ensure high availability for in-store teams.  

• Knowledge Management: Maintain a centralized repository of issue logs, resolutions, and recurring technical trends to inform future system upgrades and training opportunities.  

2. User Acceptance Testing (UAT) & Quality Assurance  

• UAT Coordination: Support the planning, coordination, and execution of UAT cycles for new features, API updates, and platform enhancements. 

 • Test Scenario Design: Collaborate with business users to define realistic test cases, edge cases, and strict acceptance criteria. 

 • Release Gatekeeper: Document test execution results meticulously, tracking defects and ensuring the platform meets rigorous quality and compliance standards prior to production deployment. 

 3. Business Analysis & System Enhancements 

 • Requirement Gathering: Partner closely with retail, commercial, and marketing stakeholders to discover, document, and analyze the technical requirements needed to support business strategies. 

 • Functional Requirements: Translate business requests into clear, actionable functional requirements and user stories for technical development teams. 

 • Data Integrity & CRM Analytics: Collaborate with the wider BI team to ensure that cust