CRM

CRM Specialist – Business Analyst

Milano

English

Italian

Job description

To strengthen our Operations & Customer Experience team, we are looking for a CRM Specialist – Business Analyst to join our office in Milan. The role offers the opportunity to work in a dynamic and structured environment, with real opportunities for professional growth and involvement in strategic projects focused on digital transformation and process improvement. The selected candidate will collaborate with multiple departments across the organization and actively contribute to the development and optimization of processes related to customer management, with the goal of improving operational efficiency and enhancing the overall customer experience. This role will play a key part in ensuring that customer service processes are efficient, consistent and quality-oriented, helping to generate value for the company while continuously improving the customer journey.

Key Responsabilities

Analyze and map end-to-end operational processes, identifying areas for improvement and ensuring alignment with customer needs
Collaborate with Sales, Marketing, Customer Care and Software teams to ensure proper implementation and adherence to company procedures
Support the implementation and improvement of digital tools such as CRM systems, ticketing platforms and workflow management solutions
Prepare operational documentation, manuals, guidelines and work instructions
Monitor operational performance through KPIs and efficiency metrics, proposing continuous improvement initiatives
Support organizational change processes by promoting a culture focused on quality, process simplification and customer centricity

Must Haves Qualities & Talents

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Degree in Marketing, Economics, Communication or Management Engineering
At least 2 years of experience in roles such as Process Analysis, Operations, Customer Service or Service Management, preferably within telecommunications or service-based industries
Excellent command of the English language
Experience working with CRM systems, ticketing platforms, workflow tools (e.g. Miro, Lucidchart) and reporting tools
Strong analytical skills and data-driven mindset (KPIs and performance metrics)
Ability to identify operational bottlenecks and propose effective solutions
Strong customer orientation, empathy and focus on service quality
Proactive attitude, attention to detail and flexibility

What we offer

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Growth That Matters

Develop your skills with real opportunities to learn, experiment and advance—supported by training and roles that evolve with you.

European Impact

Join a fast-growing telecom player active across Europe and contribute to projects that reach millions, in an environment that values agility and fresh ideas.

Stronger Together

Work with a team that shares ideas, challenges each other and builds success collectively through collaboration and continuous improvement aiming for excellence.