CRM - Business Analyst

2 weeks ago

Melbourne, Victoria, Australia Australian Red Cross Full time
  • Full time, permanent role
  • Flexible location + Hybrid working.
  • Become part of the world's largest humanitarian movement

About Red Cross

Australian Red Cross is part of the world's largest humanitarian movement. We support and empower people and communities in times of vulnerability. We act for humanity.

About the role

The Business Analyst - CRM plays a critical role in bridging business needs with CRM system capabilities. This role is responsible for gathering, analysing, and documenting requirements to support the development and optimisation of the CRM platform. The analyst works closely with stakeholders across fundraising, marketing, customer service, and IT to ensure the CRM delivers value, improves user experience, and supports strategic goals.

Day to day, you will:

  • Conduct stakeholder interviews, workshops, and process reviews to elicit business requirements.
  • Translate business needs into clear, actionable functional and non-functional requirements.
  • Support the configuration and enhancement of CRM features to meet business needs.
  • Act as a liaison between business units and technical teams.
  • Contribute to CRM-related projects by supporting planning, testing, and implementation activities.

What you will bring

  • Substantial experience as a Business Analyst, ideally within CRM, digital transformation, or customer experience projects
  • Strong CRM platform knowledge particularly Microsoft Dynamics 365 andSalesforce.
  • Proven experience in successful process mapping, user story creation, and business case development.
  • Experience working in cross-functional teams across marketing, fundraising, customer service, and IT
  • Proven success supporting CRM optimisation, configuration, and enhancement initiatives.

Benefits that act for you, while you act for humanity

Financial wellbeing: In addition to your salary, you can take advantage of salary packaging that could provide you with a great way to reduce the amount of tax you pay - and get more from your salary. You can salary package up to $15,900 for living expenses (such as rent, groceries, utility bills); up to $2,650 for holiday accommodation and meals when dining out; Novated car leases; superannuation and purchase additional annual leave.

Work/Life Flexibility: You can access flexible working arrangements, paid 'Me' day just for you and a wide range of other paid leave options

Further information

This role is covered by the Social, Community, Home Care and Disability Services Award - Level 5.

For additional enquiries, please contact Mark Wiegerink at for a confidential discussion. Please note, email is for enquiries only. Applications must be received online to be considered.

Applications close:  9am Wednesday 5th November

While we appreciate the interest in our organisation, we will not be engaging with agencies or agency candidates for this position.

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