Sr CRM Business Analyst

Your Impact

The primary purpose of this position is to support and enable the Lowe's Salesforce Customer Relationship Management (CRM) platform. The Lowe's Salesforce CRM platform is used to drive and streamline sales operations for Pro Sales teams, enable growth, daily execution, drive customer engagement, and provide valuable business and customer analytics and insights. This role will be working with leadership, sales teams, and a large group of cross-functional partners focusing on large data sets and functionality needs, along with driving towards simple, scalable solutions to difficult problems to improve internal operations and the selling experience of the sales teams.

The ideal candidate should enjoy troubleshooting, problem-solving, and gathering feedback from within CRM and other technology tools, as well as have a passion for customer service and the ability to proactively recommend and support future processes that promote operational excellence and enable our sales teams. This individual would also enjoy working across the enterprise to develop relationships and deliver effective communication. Other responsibilities include evaluating information gathered from multiple sources, reconciling data conflicts, decomposing high-level information into details, extrapolating low-level information into general understanding, and distinguishing user requests from the underlying needs. In tandem, the ideal candidate would utilize and organize reports, files, folders, training materials, and documentation. This candidate would maintain the credibility of all resources. This candidate would develop frameworks for new CRM features and launch learning initiatives that establish best practices and expand opportunities.
 

What You Will Do

• Gathers quantitative and qualitative feedback from within various platforms and from end users

• Helps identify and drive continuous improvement of current business processes as a result of the downstream effect of broader company initiatives, systems changes, ideation efforts, efficiencies, etc.

• May analyze pro customers' and sales team habits and tendencies, in order to maintain and enhance new programs and processes that will attract profitable Pro business

• Creates and analyzes key reports

• Provides necessary support across the ProServices organization to maximize all sales and growth opportunities for pro sales

• Maintains/updates data and file storage integrity in platforms via organizational best practices

• Recognizes and resolves technology defects

• Creates a collaborative environment by working in a team of peers to solve problems and shares information with peers, manager, sales teams, and customers as appropriate

• Creates innovative and informative training and educational materials, including PowerPoint presentations and documents to educate Lowe's associates of all levels on relevant topics

• Influences key stakeholders without authority

• Communicates to end users and leadership regularly

• Stays connected with the needs of the business and the sales organization

• Maintains transparency of availability

• Quickly adapts to market and business changes

• Works cross-functionally across the Lowe's enterprise

Required Qualifications

• Bachelor's degree in business, marketing, mathematics, statistics, or the equivalent analytical background, or equivalent combination of education and work experience.

• 5+ years of experience working cross-functionally with multiple groups and/or across an enterprise

• Ability to work successfully in a remote manner

• 5+ years of experience with remote interfacing tools such as Zoom, Google Meet or Microsoft Teams or a willingness to learn and leverage these tools

• Ability to work with a high degree of autonomy

• Willingness to travel for specific training or tradeshow events

Preferred Skills/Education

• Experience in Home Improvement or Industrial/Commercial Supply House very helpful, with experience at Lowe's or another mass retailer

• Experience working with Salesforce CRM or other similar platforms

About Lowes

Lowe's is a FORTUNE 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit 

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.