Salesforce Business Analyst - Commerce Cloud

May include:

• Platform Administration: Support administration and configuration of Salesforce B2B Commerce and Experience Cloud capabilities, including storefront management, buyer groups, entitlements, catalogs, pricing, promotions, checkout, order visibility, and self-service account features.
• Requirements Gathering: Collaborate with business stakeholders and SMEs to gather, document, and prioritize requirements related to ecommerce operations, dealer purchasing workflows, digital merchandising, customer experience, and branch/kiosk ordering processes.
• Story Development: Develop clear and detailed Jira user stories with well-defined acceptance criteria to support efficient solution design and development.
• Catalog & Merchandising Support: Support product catalog structure, category management, search optimization, product attribution, and merchandising strategies to improve product discoverability and conversion.
• Promotions & Pricing Support: Support the setup, testing, governance, and optimization of promotional campaigns, bundles, discounts, and customer-specific pricing experiences within Commerce Cloud.
• Data Management: Support data governance practices to ensure high levels of data quality, integrity, and consistency across customer, product, pricing, inventory, and order data. Perform audits to proactively identify and resolve data issues.
• Process Improvement: Drive continuous improvement of end-to-end ecommerce processes including product discovery, cart and checkout flows, order placement, fulfillment visibility, returns, and digital self-service capabilities.
• User Acceptance Testing Management: Own planning, coordination, and execution of UAT for Commerce Cloud enhancements, including test script creation, defect tracking, and resolution.
• Agile Methodology: Work within Agile frameworks, contributing to sprint planning, backlog grooming, and iterative delivery of Commerce Cloud features.
• Troubleshooting and Support: Act as a primary point of contact for Commerce Cloud issues, supporting users (agents, supervisors) and driving root cause analysis and resolution of system or process challenges.
• Training: Support development of training materials working with the Training Team to drive adoption of new Commerce Cloud features and digital capabilities among internal users, branch teams, and customers.
• Platform Updates: Serve as a subject matter expert on Salesforce B2B Commerce and Experience Cloud capabilities, providing recommendations on enhancements, releases, integrations, and feature adoption.
• Integration Support: Support integration efforts between Commerce Cloud, ERP systems (SAP), payment platforms, tax services, inventory systems, search platforms, and other internal/external systems to enable seamless commerce operations.
• Analytics & Reporting: Generate regular reports and dashboards detailing ecommerce performance metrics, digital adoption, conversion trends, customer behavior, search analytics, and operational KPIs.
• Perform other tasks as assigned

Knowledge & Skills

• Intermediate knowledge of Microsoft Office, Jira, and Confluence
• Strong understanding of Salesforce B2B Commerce and Experience Cloud capabilities
• Understanding of ecommerce operations including catalog management, promotions, pricing, checkout, and order management
• Familiarity with digital merchandising and customer experience best practices
• Detail-oriented with a strategic mindset
• Excellent communication and stakeholder management skills
• Proactive and self-driven with a continuous improvement mindset
• Strong analytical skills with the ability to translate ecommerce and customer behavior data into actionable insights
• Knowledge of data governance and data quality best practices

Familiarity with ERP and B2B ecommerce integrations preferred

Experience

10+ years experience with Salesforce or another CRM tool

Education/Certification

• Bachelor’s degree in business, Economics, Information Technology, or related field.
• Salesforce Sales Cloud certification required.
• Masters degree in related field required

People Management No

Physical Requirements / Work Environment: Must be able to perform essential responsibilities with or without reasonable accommodations.

• Ability to work collaboratively in a team environment.
• May require occasional overtime during peak campaign periods

Reports To: Manager, CRM

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.