Assistant Manager, Business Analyst, CRM, Global
Rosewood Hotels and Resorts
Job Description Impact of this role
To enhance the overall experience for our guests, various projects are motion. The Assistant Manager, Business Analyst will play a key role in leading and managing various projects while collaborating with different teams. Most of the projects are CRM technologies related, hence a sound experience and knowledge on technology, CRM systems and data flow will be key.
Key Responsibilities
Business Requirements Analysis Identify and understand project stakeholders and business usersAnalyze, plan and generate business requirements, user cases, user stories to document the business status, needs and details for different projects Articulate thoughts and ideas from different stakeholders in a clear and composed manner Determine and define clear deliverables, R&R, achievable milestones for the projects based on different teams’ capacities and resources Oversee daily tasks while ensuring all agencies and teams are actively working toward established milestones Hold regular team meetings to keep track of project progresses and address any questions and/or challenges regarding projects Research and evaluate hardware and software technology options and weigh the cost/benefit analysis when starting any projects Consider end user experience throughout the project when delivering requirements and enhancing adoptionCreate and Maintain Standard Procedures & Documentations
Update and maintain all production technologies documentation to ensure maintenance and installation for future projects are seamless Establish and refine SOPs by collaborating with Operations team, Clienteling team and Data analytics team Maintain the training materials’ relevancy and accuracy, hosting training and refresher sessions with property operational associates periodically Maintain internal CRM documentation and directory accurate and up to date New Hotel Opening Support Be the point of contact for CRM on new hotel opening projects Lead CRM agency to help with new property onboarding to all the relevant CRM systems Periodic updates on onboarding status, gaps and blockers to broader team and seek solutions Conduct training with new property team to ensure they have sound understanding on CRM function
To enhance the overall experience for our guests, various projects are motion. The Assistant Manager, Business Analyst will play a key role in leading and managing various projects while collaborating with different teams. Most of the projects are CRM technologies related, hence a sound experience and knowledge on technology, CRM systems and data flow will be key.
Key Responsibilities
Business Requirements Analysis Identify and understand project stakeholders and business usersAnalyze, plan and generate business requirements, user cases, user stories to document the business status, needs and details for different projects Articulate thoughts and ideas from different stakeholders in a clear and composed manner Determine and define clear deliverables, R&R, achievable milestones for the projects based on different teams’ capacities and resources Oversee daily tasks while ensuring all agencies and teams are actively working toward established milestones Hold regular team meetings to keep track of project progresses and address any questions and/or challenges regarding projects Research and evaluate hardware and software technology options and weigh the cost/benefit analysis when starting any projects Consider end user experience throughout the project when delivering requirements and enhancing adoptionCreate and Maintain Standard Procedures & Documentations
Update and maintain all production technologies documentation to ensure maintenance and installation for future projects are seamless Establish and refine SOPs by collaborating with Operations team, Clienteling team and Data analytics team Maintain the training materials’ relevancy and accuracy, hosting training and refresher sessions with property operational associates periodically Maintain internal CRM documentation and directory accurate and up to date New Hotel Opening Support Be the point of contact for CRM on new hotel opening projects Lead CRM agency to help with new property onboarding to all the relevant CRM systems Periodic updates on onboarding status, gaps and blockers to broader team and seek solutions Conduct training with new property team to ensure they have sound understanding on CRM function
While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
Critical Skills & Qualification
Minimum 3 years of Project Management experience, ideally for CRM systems or equivalentExperience with user stories, business and system specifications, business context diagrams and business process mapsBasic understanding of system development lifecycle, feature and product implementation with agile methodologyStrong critical thinking, strategic planning, problem solving, relationship management and presentation skillsEntrepreneur mindset, creative problem solving, great interpersonal and stakeholder management skillsProficiency in both written and spoken English and Chinese
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