Implementation Analyst – Customer Intelligence

Responsibilities

• Conduct discovery sessions and workshops with stakeholders to gather and document business requirements.
• Map end-to-end customer journeys across physical and digital channels to design unified customer views.
• Configure Zithara.AI modules including CRM, lead management, marketing automation, and loyalty programs.
• Define business rules, automation logic, and workflows to meet specific retail objectives.
• Develop test scenarios and support User Acceptance Testing (UAT) to ensure solution quality.
• Lead customer enablement through end-user training, user guides, and adoption planning.
• Monitor post-go-live success metrics and provide recommendations for platform optimization.

Requirements

• Bachelor's degree in Business, Engineering, Information Systems, Marketing, or a related field.
• 2–5 years of experience in software implementation, business analysis, or CRM consulting.
• Proven ability in requirement gathering and stakeholder management.
• Experience documenting complex business processes and translating them into functional requirements.
• Strong analytical, problem-solving, and multitasking abilities.
• Excellent communication and presentation skills.

Preferred Qualifications

• Experience working with retail, e-commerce, or consumer brands.
• Familiarity with CRM and marketing automation platforms.
• Understanding of customer lifecycle management and omnichannel engagement strategies.
• Experience working within SaaS environments.

About the Company

Zithara.AI helps retailers transform fragmented customer interactions into actionable Customer Intelligence. We enable businesses to Acquire, Understand, Engage, Retain, and Grow by turning customer data into meaningful engagement across all touchpoints.