Job Description

CRM ANALYST (S374)

LOCATION: Acuna / Coahuila (MX-COA), Mexico | BRAND: Bendix | REQUISITION ID: 9735 | JOB GRADE: 15

| ON-SITE/REMOTE: On-site

Want to help shape tomorrow? At Bendix we’ve been doing it for 90 years…setting the standard with advanced dynamic solutions that drive improved commercial vehicle performance and safety. We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity. Innovation is part of our DNA. Achievement drives our culture. Learn more today! www.bendix.com/careers

This role is responsible for supporting and optimizing the CRM platform for Bendix CVS (part of the Knorr-Bremse Group) by translating business needs into CRM configuration support, reporting, and actionable insights. The Analyst partners with Sales Operations, Sales, Marketing, and IT to maintain high-quality data, monitor adoption and performance metrics, troubleshoot user issues, support testing and releases, and document standard processes. This position helps ensure the CRM (SAP C4C Cloud for Customer) and related tools enable efficient sales processes and improved customer experience through continuous improvement and data-driven recommendations. The role also supports eCommerce-related reporting, system integrations, user enablement, and data-driven insights, in partnership with CRM/eCommerce Process Leads and IT

Essential Functions:

• Partner with Sales and Marketing to gather and document CRM-eCommerce business requirements, user stories, and use cases; support solution design discussions with IT and vendors.
• Develop, maintain, and publish standard and ad hoc CRM-eCommerce reports and dashboards; analyze trends and recommend actions to improve pipeline health, activity, and data completeness.
• Support CRM-eCommerce integration configuration and administration activities (e.g., fields, layouts, validation rules, user access requests) in partnership with IT; create and maintain business process documentation.
• Create and maintain CRM-eCommerce job aids, FAQs, and training materials; provide day-to-day support to internal and external users and route issues to the appropriate technical owner.
• Support data quality and governance efforts, including monitoring data integrity, performing root-cause analysis, and coordinating remediation activities with business and IT teams.
• Coordinate user acceptance testing (UAT) for CRM-eCommerce related enhancements and releases, including test scripts, defect tracking, and validation of fixes.
• Track CRM adoption and operational KPIs (e.g., login/activity, opportunity hygiene, lead response); prepare recurring updates for stakeholders and identify opportunities for process improvement.
• Support integrations and upstream/downstream data processes (e.g., SAP, CRM, eCommerce, third-party tools) by assisting with data validation, reconciliation, and issue triage.
• Identify and implement continuous improvement opportunities using generative AI.

Knowledge:

Experience supporting a CRM platform (SAP C4C preferred) and Hybris eCommerce, including reporting, user support, and business process documentation.

• Working knowledge of sales processes and customer lifecycle concepts (OEM, Aftermarket, Fleet, or similar environments preferred).

Experience:

• Analyst 1 (Entry): 0–3 years of relevant experience; focuses on learning CRM processes, running standard reports, completing defined data quality tasks, and resolving routine user tickets with guidance. Supports eCommerce-related reporting, data validation, documentation and user questions under guidance.
• Analyst 2 (Intermediate): 3–7 years of relevant experience; independently supports core CRM processes, builds/adapts reports and dashboards, performs root-cause analysis on data issues, and coordinates UAT for upgrades. Independently support eCommerce reporting, integration validation, and UAT activities, analyzed trends and escalate issues and improvement opportunities.
• Analyst 3 (Senior): 7+ years of relevant experience; leads complex analysis and cross-functional problem solving, defines reporting standards and KPIs, influences process and data governance improvements, and mentors others (without direct people-management responsibility). Leads advanced analysis of CRM and eCommerce data trands; helps define reporting standards and supports cross-functional problem solving related to eCommerce data and system performance.

Skills:

• Strong analytical and business process skills; ability to translate data into insights and recommendations to improve CRM adoption and eCommerce performance.
• Strong interpersonal skills to work effectively with sales users, business stakeholders, and IT teams; customer-service mindset for issue resolution.
• Excellent communication skills (written, verbal, and presentation) with the ability to create clear documentation and explain concepts to non-technical users.
• Highly organized self-starter with attention to detail; able to manage multiple priorities, follow through on issues, and meet deadlines.
• Proficient with common analysis and reporting tools (e.g., Excel) and comfortable learning new systems; experience with Hybris, CRM reporting/BI tools is a plus.

Education:

• Bachelor’s degree in business or related field(s).

Travel Requirements:

• Must be accessible to support the business users during off hours.
• Must be able to travel internationally.

What does Bendix have to offer you?

- Work-life balance that includes Paid Vacation & Holiday Paid Time Off

- Vacation Premium

- Major medical expenses

- Christmas Bonus

- Life insurance

- Educational assistance program

- Wellness program

- Saving Fund

- Pantry Vouchers

- Personal Days Paid

- Permits paid for: Marriage or Death of a direct relative

- Attendance Bonuses

- Cafeteria Subsidy

- Subsidy for prescription glasses

- Medical service in plant

- Recognition Programs

- Gym