CRM Business Analyst

afarax is looking for a freelance CRM Business Analyst. We need you!

The project:

Our client in the utilities sector, is seeking an experienced CRM Business Analyst to strengthen their team.

Some key responsibilities:

Discover & Challenge Needs (Customer & Operations / KAM)

Lead workshops and interviews with Key Account Managers, Customer & Operations teams, and other impacted stakeholders to capture user needs, pain points, and target outcomes.
Translate needs into personas, user journeys, use-cases, user stories and acceptance criteria.
Challenge and refine design principles
Define scope boundaries: what must be in CRM vs. what remains in surrounding systems.

Define CRM Target Vision & Requirements

Build a clear CRM vision, MVP scope, and an incremental roadmap.
Produce high-quality analysis deliverables such as:
Business requirements (functional & non-functional)
Process maps (AS-IS / TO-BE)
Data & reporting needs (customer master data, segmentation, activity tracking, pipeline, service follow-up, etc.)
Integration needs (identity, data sources, reporting, document management, email/calendar, ticketing – depending on the client’s landscape)
Ensure requirements are testable (acceptance criteria), prioritized (value-based), and traceable (from need → requirement → solution).

Market Scan, Vendor Shortlist & Selection Support

Conduct a structured market exploration (RFI/RFP-ready), including:
Vendor longlist/shortlist
Demo scripts based on real user scenarios
Evaluation criteria & scoring model (business value, UX, integration fit, security/compliance, TCO, scalability)
Coordinate with Security / Architecture / Procurement / Legal where needed, ensuring a transparent and rigorous selection process (documentation, decision log, evaluation evidence).

Agile Delivery & Implementation (only if applicable – after extension)

Own and continuously refine the product backlog, priorities, and release planning
Work hand-in-hand with technical profiles (architects, integration specialists, data specialists, security) to ensure feasibility and quality.
Validate increments with users, organize UAT, and drive iterative improvements based on feedback.

Change, Adoption & Value Realization (only if applicable – after extension)

Prepare and execute adoption approach: training needs, communication, new ways of working, and stakeholder alignment.
Define success metrics and track outcomes (e.g., adoption, time saved, customer follow-up quality, data completeness, reporting reliability).

Is this you?

Good level of Dutch and/or French and English is required.
Experience researching and shaping customer solutions & digital software products
Proven experience with CRM tools (selection and/or implementation and/or optimization)
Strong ability to integrate business knowledge into structured analysis and recommendations
Strong ability to integrate technical constraints and collaborate closely with technical profiles
Experience in the energy sector and good knowledge of the Belgian energy market
Comfortable in a fast-evolving environment; able to quickly integrate updates and reprioritize
Problem-solving mindset & proactivity: propose solutions/alternatives to move forward
Customer-oriented and autonomous
Team spirit, intrapreneurial mindset, results oriented

How afarax supports you?

FREELANCE ASSIGNMENTS