Business Analyst (BA) – CRM & Digital Transformation

Job Description

Business Analyst (BA) CRM & Digital Transformation

Location: Mumbai / BKC

Experience: 35 years

Reports to: CRM Strategy Lead

Department: Digital / Sales Ops

About KGK

With 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 Overview

As 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 Environment

You 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 Widget
• Integrations - NIVID (inventory), FMS (finance), Kafka middleware, Apollo.io, Lusha
• Automation - Zoho Blueprints, Workflows, Assignment Rules, Deluge Scripts
• Reporting - Zoho Analytics, Excel, Custom Dashboards

Key Responsibilities

1. 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 opportunities

2. 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 queries

3. 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 timelines

4. 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 adoption

5. 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 functionality

6. 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 accuracy

7. 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 groups

8. 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 processes

Skills & Competencies

• Business Analysis & Requirement Engineering
• CRM Platforms (Zoho required)
• Stakeholder & Vendor Management
• Excellent Communication (written & verbal)
• RFQ / RFP Handling
• Documentation & Process Mapping
• Dashboards & Analytics
• Process Optimization & Automation
• SQL & Data Structures (working knowledge)
• Excel (pivot tables, VLOOKUP, data cleaning)

What We're Looking For

Must-Have:

3+ years of experience as a Business Analyst or in a similar role

Strong hands-on Zoho CRM experience (Blueprints, workflows, custom modules, reports, assignment rules)

Proven experience in requirement gathering, documentation, RFQs/RFPs, and system implementation

Strong understanding of business process mapping and optimization

Experience defining dashboards, reports, and analytics requirements

Excellent verbal and written communication skills

Good-to-Have:

Experience with Zoho Deluge scripting or basic coding logic

Familiarity with API integrations and middleware concepts

Exposure to AI for analytics, auditing, or reporting

Prior experience or domain understanding of diamond, jewellery, trading, or manufacturing operations

Why Join KGK

Opportunity to work on large-scale digital transformation initiatives in a legacy global enterprise

Exposure to end-to-end technology implementations with real business impact

Collaborative environment working with senior stakeholders and cross-functional teams

Platform to influence systems, processes, and data-driven decision-making across geographies

Direct reporting to the Growth Manager with visibility to leadership