INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work® certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What You'll Be Doing  

This is a fantastic opportunity for a Salesforce Service Cloud & Data Cloud - Business Analyst expert to join a leading retail group in the Middle East, working as part of the Customer Technology Team. You will play a critical role in driving high-impact initiatives across Salesforce Service Cloud, Marketing Cloud, Data Cloud, and other integrated customer experience platforms.

This role is not limited to writing requirements. You will own the end-to-end delivery of a workstream, ensuring initiatives are clearly scoped, well-governed, and delivered predictably across multiple brands and markets. You will act as a bridge between business stakeholders, product owners, architects, engineers, and partners, ensuring clarity, alignment, and execution discipline across Chalhoub’s customer platforms.

Main Responsibilities

Business Analysis & Functional Design

• Lead requirements gathering and functional design for initiatives across Salesforce Service Cloud and Salesforce Data Cloud.

• Translate business needs into clear functional requirements, process flows, user stories, data flow mappings, and phased delivery plans.

• Partner with data and solution architects to ensure Service Cloud and Data Cloud designs, data models, and integration patterns meet business objectives and scalability standards.

• Define and validate functional designs for Customer Care enhancements on Service Cloud and Data Cloud use cases including identity resolution, segmentation, calculated insights, and activation scenarios.

• Maintain clear traceability between business needs, design decisions, and delivered functionality.

• Partner with technical teams to validate data models, identity keys, API payloads, events, and integrations across Service Cloud, Data Cloud, and connected systems.

• Create and maintain user stories, acceptance criteria, and functional documentation in JIRA and Confluence.

• Own backlog structure, grooming, prioritization, and sprint readiness in alignment with PI / quarterly planning cycles.

• Drive consistent use of BA standards, templates, and frameworks to improve quality, clarity, and predictability of delivery.

• Contribute to the development of the Tech and Data BA capability, including onboarding materials, playbooks, and knowledge-sharing sessions.

Delivery Ownership & Cross-Functional Collaboration

• Own a defined workstream end-to-end for Service Cloud platform roadmap and Data Cloud use case deliver), acting as the primary delivery driver.

• Collaborate closely with Customer Care, CRM, Marketing, Loyalty, Data, Architecture, and Engineering teams to align scope, priorities, and outcomes.

• Coordinate with external vendors and partners to manage dependencies, solution design, and delivery milestones.

• Facilitate design workshops, requirement walkthroughs, sprint reviews, and UAT sessions across brands and markets.

• Actively manage dependencies, risks, and blockers across systems and teams, escalating early and proposing clear options and trade-offs.

• Communicate progress, delivery health, and risks clearly to stakeholders, translating technical complexity into business-relevant insights.

• Ensure delivery plans are realistic, sequenced, and aligned to roadmap commitments and operational constraints.

Data Integrity, Governance & Platform Discipline

• Ensure consistent and accurate use of customer, case, and interaction data across Service Cloud, Data Cloud, and connected systems.

• Partner with Architecture and Data teams to address data quality issues, identity resolution challenges, and integration gaps.

• Support definition and tracking of key metrics (e.g., service performance, data quality, segment accuracy, adoption, operational readiness).

• Document process improvements and recommend governance, standardization, and automation opportunities to improve platform reliability and delivery efficiency.

• Support adherence to data governance, consent, and access control principles in Data Cloud and downstream activations.

Testing, Validation & Deployment Support

• Define and execute Functional, SIT, and UAT test scenarios covering Service Cloud processes, Data Cloud pipelines, identity resolution, and activation use cases.

• Own functional defect triage, supporting root cause analysis and prioritization based on business impact.

• Coordinate testing and validation activities with vendors and internal teams across integrated systems.

• Ensure business and operational readiness for go-live through training materials, demos, documentation, and rollout coordination.

• Support post-go-live validation and stabilization to ensure delivered capabilities meet business intent and operational needs.

Continuous Improvement & Platform Maturity

• Stay current on Salesforce Service Cloud and Data Cloud capabilities, releases, and best practices.

• Proactively identify opportunities to simplify service processes, improve data quality and identity resolution outcomes, and reduce technical and process debt.

• Drive improvements in delivery predictability and platform reliability through better planning, governance, and quality controls.

• Contribute to evolving ways of working, delivery standards, and governance models across the Customer Technology portfolio.

What You’ll Need To Succeed  

• Bachelor's degree in Business, Computer Science, or a related field.

• 5+ years of experience as a Business Analyst, Senior BA, or Functional Consultant in CRM, Service, Data, or Digital platform programs.

• Strong experience with Salesforce Service Cloud (case management, omni-channel, automation, reporting).

• Exposure to Salesforce Data Cloud (or similar CDP / customer data platforms) is highly preferred.

• Salesforce Consultant Certification (preferred)

• Solid understanding of integrations, APIs, data flows, and cross-system dependencies.

• Good understanding of customer data concepts, identity resolution, segmentation, and activation use cases.

• Strong proficiency in requirements documentation, process mapping, backlog management, and UAT execution.

• Good understanding of data governance, data quality, and reporting concepts.

• Hands-on experience with JIRA, Confluence, and tools such as Lucidchart or Miro.

• Experience working in Agile / SAFe environments and with vendor delivery partners.

What We Can Offer You  

With us, you will turn your aspirations into reality.  We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.  

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.  

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.