Business Analyst (Martech)

Role Summary

Responsible for analyzing and documenting current sales, marketing, and customer service processes, identifying inefficiencies, and defining requirements for future CRM and CDP solutions. Acts as the bridge between business stakeholders and technical teams.

Job Description:

• Map As-Is processes (lead capture, qualification, CRM usage, aftersales).
• Conduct stakeholder interviews across business, sales, marketing, and IT functions.
• Identify pain points, duplicate processes, and compliance risks.
• Draft To-Be process flows that align with best practices and technology enablement.
• Benchmark CRM capabilities across major vendors (e.g., SAP, Salesforce).
• Produce requirement documentation for technology selection and implementation.

Required Skills & Experience

• Strong background in business process modeling (BPMN, Visio, Lucidchart, etc.).
• Experience with CRM systems and customer engagement workflows.
• Knowledge of data privacy regulations (PDPL, GDPR, CCPA).
• Excellent stakeholder management and communication skills.
• Saudi Arabia Experience is a must
• Arabic Speaking is a must
• Automotive experience is a plus

About Service Plan:

Serviceplan Group Middle east #1 Independent Agency of the Year and partner-led creative agency, with our headquarters in Munich and 34 offices around the globe.

Serviceplan Group was founded 1970 and from start on based on the first integrated marketing and communication concept in the market, called “House of Communication”.

Nowadays the Serviceplan Group is an international operating communication network with 34 offices around the globe.

Serviceplan’s vision is ÜberCreativity!

ÜberCreativity is a higher form of innovation that emerges when different disciplines, cultures, talents, media and technologies collaborate and interplay.

• We are Independent, Integrated, Innovative and International. We operate on the model of Building Best Brands.

www.serviceplan.ae