Business Analyst (BA) CRM & Digital Transformation

Job DescriptionBusiness Analyst (BA) CRM & Digital TransformationLocation: Mumbai / BKCExperience: 35 yearsReports to: CRM Strategy LeadDepartment: Digital / Sales OpsAbout KGKWith 120 years of heritage, KGK Diamonds is a global leader in natural diamonds, serving wholesalers, retailers, and fine jewelers worldwide. We pair craftsmanship and ethical sourcing with data-driven growth strategies to keep our legacy vibrant in the digital era.KGK serves an elite global clientele, including Cartier, Titan, Rolex, Gucci, Bulgari, Van Cleef & Arpels, and more.Role OverviewAs part of KGK's ongoing digital transformation, we are looking for a Business Analyst to drive alignment between business strategy and technology execution. This role plays a pivotal part in translating business needs into scalable systems, enabling data-driven decisions, and optimizing processes across functions and geographies. You will work directly with sales teams across India, Dubai, USA, and Antwerp, coordinating requirements, training, and process standardization across time zones.Technical EnvironmentYou will work with the following systems and tools:CRM - Zoho CRM (Deals, Accounts, Contacts, Leads, Memos, Transactions, Dispatch)Custom Widgets - AG Grid, Dynamic Forms, Deal Widget, Stone List, Dispatch WidgetIntegrations - NIVID (inventory), FMS (finance), Kafka middleware, Apollo.io, LushaAutomation - Zoho Blueprints, Workflows, Assignment Rules, Deluge ScriptsReporting - Zoho Analytics, Excel, Custom DashboardsKey Responsibilities1. Requirement Gathering & Business Analysis Engage with business stakeholders to understand functional, operational, and technical requirements Conduct workshops, interviews, and process walkthroughs to capture end-to-end requirements Convert business needs into structured BRDs, FRDs, user stories, workflows, and use cases Analyse existing systems and processes to identify gaps, inefficiencies, and improvement opportunities2. CRM & Platform Ownership Own Zoho CRM configuration including Blueprints, workflows, custom modules (Deals, Memos, Transactions, Dispatch), assignment rules, validation rules, and page layouts Coordinate with developers on custom widget requirements (AG Grid, dynamic forms) and integration specifications Act as the functional bridge between business users and development/implementation teams Ensure CRM solutions support sales, operations, and client management workflows effectively Manage sandbox testing and production deployment for CRM changes Provide functional and analytical support for sales-related queries3. RFQ / RFP & Feature Management Prepare, review, and manage RFQs and RFPs for technology solutions Evaluate proposals from a functional, technical, and business-fit perspective Coordinate with stakeholders during solution design, implementation, and post-go-live phases Ensure vendor deliverables align with agreed requirements and timelines4. Implementation & Delivery Support Support end-to-end system implementation, including solution walkthroughs, UAT, and production rollout Monitor issues, dependencies, and risks throughout the implementation process Coordinate with stakeholders to ensure timely sign-offs and smooth go-live Provide post-implementation support to ensure system stability and user adoption5. Documentation & Process Design Create and maintain detailed documentation: BRDs, FRDs, SOPs, process workflows, system and user documentation Ensure documentation is structured, version-controlled, and audit-ready Design and document end-to-end business workflows aligned with system functionality6. Dashboards, Analytics & AI Enablement Build and maintain dashboards for sales performance, pipeline health, deal aging, and regional metrics Work with analytics teams to define KPIs, metrics, and data visibility needs Support initiatives involving AI-driven analytics, auditing, and process intelligence Conduct data quality audits: duplicate management, missing fields, segmentation accuracy7. Stakeholder & Cross-Regional Coordination Act as a trusted partner to internal stakeholders across departments and regions (India, Dubai, Antwerp) Manage expectations, communication, and alignment between business and technology teams Conduct user training sessions and create quick-reference guides for sales teams Facilitate discussions and decision-making across cross-functional groups8. Process Optimization & Continuous Improvement Identify opportunities to streamline workflows through automation and system enhancements Recommend technology-led process improvements to improve efficiency and accuracy Support change management and the adoption of new systems and processesSkills & CompetenciesBusiness Analysis & Requirement EngineeringCRM Platforms (Zoho required)Stakeholder & Vendor ManagementExcellent Communication (written & verbal)RFQ / RFP HandlingDocumentation & Process MappingDashboards & AnalyticsProcess Optimization & AutomationSQL & Data Structures (working knowledge)Excel (pivot Job