CRM Systems Analyst - 6 month Internship

Job description

Eurostar is continuously improving its CRM Systems, in order to provide the best Customer Service possible, empowering our customer-facing staff in the stations, the call centre, and on board the trains, but also to deliver new Marketing capabilities in order to re-activate and acquire new audiences.

At the end of 2013, we introduced a new Customer Service Platform (Salesforce Service Cloud), and later in 2014, we introduced a new Marketing Email Campaign Platform (Salesforce Marketing Cloud) - we are constantly extending these applications to learn more about our customers, anticipate their queries, and better target them.

We are looking for someone who will:
• Be part of a multi-disciplinary team (including functional / business / technical / contact centre / stations ), with people from various backgrounds, in a multicultural environment.
• Be involved in the day-to-day support of the CRM systems, resolving operational issues, reviewing and analysing causes and suggesting improvements, enforcing a Salesforce system governance.
• Participate in the development of the system, following the Agile methodology (several cycles of development, testing, presentation to the stakeholders, release to production), and source code control in Github.
• Perform the role of a Business Analyst when rules change or enhancements are required
• Document new processes and suggest enhancements to our CRM solutions.
• Work on key projects relating to CRM Systems in the e-business and distribution area, such as:
o Live Chat re-implementation;
o Social Media integration;
o Deployment of a marketing & operational e-Voucher solution;
o Automated Business Lounge Check-in solution;
o Delivery of a new Disruption Communications management platform;

Desired profile

We are looking for someone who has:
• A master's degree
• A fluent level in English
• A good team ethic
• Some knowledge of the JAVA programming language or any object oriented language
• Some experience in Project Management (either from education or work experience)
We are looking for a candidate who is keen on learning, and who can drive the business forward, i.e. someone with the ability to analyse data and write analysis documents, interpret and present technical information to a non-technical audience, and communicate with all levels of staff both internally and externally thanks to excellent written and verbal skills. Some experience in Salesforce would be a plus.
You will be based in the Eurostar Headquarters in London (King’s Cross), sitting within the IT department for a minimum duration 6 months and a salary of £18,000 per annum.
Starting date: September 2017
The perks:
• 75% discount on Oyster Card for Tube travel
• 6 free Eurostar single journeys
• 10 discounted Eurostar return journeys for your friends and families