Digital Services, Retail & CRM IT Business Analyst

The company seeks a mid-level Digital Services, Retail & CRM IT Business Analyst in Geneva to ensure the reliability and quality of e-Commerce and CRM platforms across a global region.

This position serves as a critical link between support, quality assurance, and project delivery. The role is responsible for maintaining the stability and performance of digital solutions while also leading small to medium functional projects. It ensures that daily operations run smoothly and that controlled changes to the digital ecosystem are executed with precision.

Responsibilities

• Maintain the availability, performance, and overall quality of e-Commerce, boutique POS, digital applications, CRM platforms, and associated services.
• Coordinate operational activities, incident management, and root cause analyses with global, regional, and local IT teams.
• Track recurring issues and help develop preventive and corrective action plans.
• Partner with Digital and Division teams to co-lead testing activities.
• Jointly define, plan, and coordinate testing activities, including SIT, UAT, regression, and non-regression testing.
• Ensure comprehensive coverage of functional, integration, and end-to-end tests.
• Collaborate on the validation of fixes, enhancements, and releases before production deployment.
• Contribute to the continuous improvement of testing processes, documentation, and working methods.
• Lead or contribute to small and medium-scale projects and functional evolutions related to e-Commerce, Retail, Digital, and CRM.
• Coordinate the e-Commerce migration rollout with the Digital team, GDS, and the local team.
• Ensure quality, operational readiness, IT coherence, and smooth handover from project to run.
• Participate in roadmap planning, taking into account operational constraints and dependencies.

Requirements

• 5 years of higher education in engineering.
• Minimum 3 years of experience in e-Commerce, Retail, and CRM, preferably in the Fashion or Luxury sector.
• Strong technical and functional expertise in e-Commerce and CRM.
• In-depth knowledge of the e-Commerce journey, including browsing, order confirmation, reverse logistics, OMS & Fulfillment flows, payment flows, and release management.
• Proven experience in run operations, testing coordination, and incident management.
• Ability to coordinate multiple stakeholders in an international and multicultural context.
• Fluency in French and English.
• Excellent communication skills.
• Ability to listen and understand business needs to translate them into technical solutions.
• Ability to effectively prioritize and execute multiple tasks in a fast-paced environment.
• Analytical and synthesis skills, with technical curiosity for researching innovative solutions.
• Autonomy, proactivity, and adaptability.
• Appetite for working in a stimulating and evolving environment.
• Responsiveness and pragmatism in implementing solutions.
• Team spirit.

Nice to have

• Experience with Salesforce for CRM.
• Knowledge of POS systems like ORACLE XSTORE, SIOCS, or CEGID CBR-Y2.
• Familiarity with SQL queries, scripts, ETL, and web services.
• Experience with RFID, boutique counting, queue management, OAB, etc.
• Additional languages: Spanish, Portuguese, or German.

What the company offers

• A central role in ensuring the reliability and quality of e-Commerce, Retail, Digital, and CRM applications within the Swiss Markets.
• A balanced position between operational excellence and project contribution in a complex, international luxury environment.
• Opportunities for progressive evolution based on expertise and performance.

About the company

The role is part of the Swiss Markets IT team, supporting a region that includes Switzerland, India, Brazil, Mexico, and LATAM. The company operates in the luxury sector, providing a stimulating and evolving work environment.

• Part of the Swiss Markets IT team.
• Supports a global region including Switzerland, India, Brazil, Mexico, and LATAM.
• Operates in the luxury sector.
• Provides a stimulating and evolving work environment.