CRM Business Analyst

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

CRM Business Analyst
 Trek Bicycle Corporation

Company Summary

Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the world’s most complex problems. We’re committed to breaking down the barriers that prevent people from using bicycles more often—for transportation, recreation, and inspiration.

Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride.

Position Summary

Trek Bicycle is seeking a detail-oriented and collaborative Business Analyst to join our CRM team. You will play a key role in enhancing Trek’s CRM system, Microsoft Dynamics, by gathering business requirements, improving workflows, supporting integrations, and enabling data-driven decisions. The ideal candidate is proactive, technically competent, and eager to support multiple business units including Sales, Customer Care, Retail, Warranty, and more.

Key Responsibilities

• Work directly with global business stakeholders to gather, define, and document functional and technical requirements for CRM and related systems.
• Lead ideations, facilitate agile pod meetings, and generate user stories, process diagrams, and documentation.
• Support and optimize CRM workflows across teams (Sales, Customer Care, Warranty, Retail, etc.).
• Collaborate with vendors to resolve issues and enhance third-party CRM integrations.
• Assist in sprint planning, standups, demos, and retrospectives with CRM pod and business partners.
• Research and assess current vs future state to recommend practical solutions.
• Create and maintain mockups, flowcharts, Power Automate flows, and Power BI dashboards as needed.
• Document and maintain onboarding guides and training materials for CRM users.
• Provide insight into how business decisions affect CRM processes and performance.

Required Qualifications

• 3+ years of Business Analyst or equivalent experience, preferably in CRM systems (Microsoft Dynamics preferred).
• Experience working in Agile teams and delivering functional stories and process documentation.
• Strong analytical, verbal, and written communication skills.
• Proficiency in tools such as Power BI, Power Automate, SQL, Excel, and JIRA.
• Familiarity with customer service, sales, or contact center workflows.
• Demonstrated ability to work independently and collaboratively on semi-complex projects.

Preferred Qualifications

• Experience with call center platforms such as 8x8, or other CCaaS platforms.
• Understanding of Dynamics 365 customizations and integrations.
• Exposure to automation and integration tools (Power Automate, Postman, Graph Explorer).
• Knowledge of GDPR or other privacy regulations.
• Passion for improving business processes through data, UX, and automation.
• Troubleshoot data issues and support users with ad-hoc SQL queries, Postman debugging, and CRM administration.

Soft Skills

• Strong interviewing and note-taking skills.
• Comfortable leading meetings and driving consensus across stakeholders.
• Curious mindset and willingness to learn emerging technologies and business areas.
• Team-oriented, able to guide and assist teammates as needed.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!