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CRM Business Analyst



Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit




We are looking for a CRM Business Analyst to join our Global CRM & Identity team and be part of accelerating our global digital ecosystem to drive relationships with professionals and consumers with the global CRM products at Wella Company.

In this role, you will be responsible for the CRM Marketing product. You will play a key role in championing the CRM Marketing product and identifying and putting into practice the right CRM Marketing features and capabilities to drive maximum business value globally and locally. You will work on ensuring adoption across the business, analyze customer interaction and data, and work to deliver a great customer experience and customer journey to encourage conversion, retention, and loyalty.

The role reports into the CRM Technology Lead and will work in close collaboration with global brand, eCommerce, IT teams and local teams as well as external agencies to provide powerful CRM solutions.




  • Responsible for the Wella Company CRM Marketing product and its adoption across global and local teams
  • Define and elaborate the product roadmap
  • Gather business requirements for product enhancement and define and write user stories
  • Be in charge of the product backlog including activities such as grooming the backlog, backlog prioritization, user story estimates and updates
  • Plan and coordinate with IT delivery teams to ensure successful technical delivery of the product
  • Coordinate product testing efforts (QA, PO, UAT) as well as align, define, write and maintain UAT test scenarios
  • Be a power user of the CRM Marketing product (campaign management, audience segmentation, content creation, data collection, reporting & analytics, etc.) always having both the technology and business/marketing hat on
  • Be up to date on CRM trends, competitors, best practices, and guidance and support in educating the business about CRM and its best practices
  • Support, drive and enable the Center of Excellence team for testing, analysis, and business requests (global and local)
  • Support global and local teams with their CRM operations and CRM capabilities
  • Drive adoption of new CRM functionalities and features among global and local teams 
  • Nurture close relationships with global and local teams by driving regular connections to create a CRM community
  • Support on data quality topics, email deliverability and maintain data hygiene
  • Ensure compliance with data privacy regulations across markets (i.e. GDPR, CCPA etc.)
  • Own the CRM related analytics ranging from campaign KPIs, database KPIs to website traffic KPIs
  • Identify quick wins for the business and work with global and local teams on CRM pilots, new segmentation approaches, journeys, automation, and triggers
  • Collaborate with 3rd party agencies and vendors that are interfaced with the CRM Marketing platform on the existing features and new requirements
  • Work with extended teams of other CRM products (identity management and customer service management)
  • Track performance: create, monitor, and share daily, monthly, and quarterly reports with local and global and provide support to meet and exceed the global KPIs
  • Uses insight to devise an optimization and testing strategy for CRM Marketing channels





  • 2-3 years working experience in a digital team for international companies
  • University master’s degree in engineering, computer science, or similar
  • Experience with and exposure to technology tools such as SAP CX, Atlassian (JIRA & Confluence), and Adobe Analytics
  • Demonstrated working experience developing, managing, and activating CRM marketing channels such as email, SMS, in-app messaging applications, and social media
  • Proven experience in working with and managing CRM tools (data management, customer profile management, campaign management, audience segmentation management, HTML content creation, etc.)
  • Experience working in agile development teams and cross-functional international teams
  • Experience with analytics and reporting tools
  • Excellent project management, organizational, and time management skills
  • Excellent written and verbal communication and motivational skills to operationally drive change management across countries
  • Demonstrated ability to handle multiple priorities and at ease with rapidly changing environment
  • Action-oriented, "can do" attitude
  • Fluent in the English language



  • Good level of presentation skills
  • A feeling for fostering and building new client relationships
  • Emphasizing excellence
  • Bringing a high energy level
  • Negotiation skills and prospecting skills
  • Meeting sales goals
  • Creativity and Flexibility on the job 




We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at:

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster

Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo