**The CRM analyst** role is to deeply understand both our IH CRM requirements and all corresponding integrations to other platforms in order to provide a 360° vision to our CS needs. Given continuous system modifications and new features, an updated view of our CRM should be fully understood and then shared not only with internal stakeholders but also third party vendors to ensure a smooth and homogeneous customer service attendance from all angles. A comprehensive and proactive way to structure our CRM ecosystem is the ultimate goal for this role. **Key Responsibilities**: - Regarding development of products and new product release: Identify and request new features in a prioritized manner and working alongside regional operations. - Manage admin requests by addressing technical challenges and business support issues. - Comunicación con los proveedores - Access Management of all CS roles and layers within system our Inhouse CRM (creation, modification, deletion) - Skill division for our agents and support teams along with distinct queue management. - Proactive approach to understand CS's markets needs to address specific business requirements and agent distributions between queues. Overflow management - Eventually aid with other local / regional stakeholders as pivot to help create SF / new IH requirements as well as thor party systems. - Be continuously aware of business KPIs of internal stakeholders and BPO's to identify where our efforts need to be prioritized. - Ensure a high level of communication with our BPO's to constantly collect their perceptions as to how to improve our CRM systems. - Understand critical issues through accurate and focalized data analysis of our ongoing projects.**Requirement**: - Knowledge product ops - Bachelor's Degree in Administration / Economics/ Industrial Engineering - 3+ years experience involved in Customer support operations. - Previous experience in E-commerce environments. - Intermediate - Advanced excel / Spreadsheets / GTools (preferred) - English - Advanced (preferred). - Very structured and organized way of thinking. - Demonstrated ability to meet tight deadlines while managing multiple competing projects in a fast-paced environments.