Business Intelligence Analyst - Retail Systems & CRM

Business Intelligence Analyst (Retail Systems & CRM)

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.

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.

Key Responsibilities:

• 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.
• 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.
• 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 customer data captured in-store via clienteling platforms flows accurately into CRM environments for precise targeting, campaign measurement, customer segmentation, and ongoing performance analysis.
• Process Innovation: Continuously evaluate current workflows to identify automation opportunities, data gaps, and system bottlenecks.
• CRM Analytics & Reporting: Analyze CRM and clienteling data to identify trends, measure campaign and customer engagement performance, support audience segmentation, and provide actionable insights to retail and marketing stakeholders.
• Project Coordination & Cross-Functional Alignment
• Project Support: Support the coordination and execution of small-to-medium digital projects, system updates, and third-party vendor rollouts.
• Timeline Management: Manage project timelines, track milestones, mitigate risks, and proactively clear roadblocks.
• Stakeholder Communication: Maintain clear, concise, and transparent communication loops between non-technical business units, internal IT/BI teams, and external technology vendors.

Required Skills & Experience:

• Experience: 2–4 years of experience in business analysis, application support, or a technical-functional role within a data-driven environment.
• Retail Domain Expertise: Proven experience working with retail technologies, omni-channel ecosystems, or point-of-sale (POS) environments. Direct experience with clienteling platforms (e.g., Proximity) is highly advantageous.
• CRM & Marketing Tech: Hands-on exposure to Salesforce Marketing Cloud (SFMC), specifically regarding journey builder, data extensions, or similar enterprise CRM ecosystems.
• Testing Methodology: Strong background in QA/UAT planning, coordination, and defect tracking.
• Analytical Mindset: Excellent problem-solving skills with a natural curiosity for how data flows between disparate systems. Comfortable working adjacent to BI reporting tools and databases.
• Communication Skills: Ability to translate technical concepts into clear business language, and vice versa. Strong communication and collaboration skills are essential.
• Technical & Coding Skills (Optional Plus): Basic coding is a major asset, especially SQL/Python for pulling data, HTML/CSS for fixing email templates.

Key Competencies for Success :

• Stakeholder Management & Empathy: Ability to remain calm and supportive when dealing with frustrated end-users (retail store staff) while remaining analytical when dealing with developers.
• Attention to Detail: Deep commitment to data accuracy and thoroughness, particularly during system testing and requirement mapping.
• Initiative: A self-starter who takes ownership of assigned work, identifies opportunities for improvement, and follows through on deliverables with limited oversight.
• Adaptability: Comfort navigating a fast-paced retail environment where business priorities and promotional calendars can shift quickly

This job description is not all-inclusive, and MCM Products USA Inc. reserves the right to amend this job description at any time. MCM Products USA Inc. is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment.

Salary range reflects the good-faith hiring base salary range for this position. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as relevant skills, experience, and education/training.