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CRM Analyst

dunnhumby

London Client Operations 3w ago

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CRM Analyst

dunnhumby · London

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Client Operations London Posted Apr 13, 2026

dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers.

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro.

The CRM Analyst (Salesforce Adoption Lead) is accountable for ensuring successful adoption and sustained business value from changes delivered through the Salesforce platform.

Working closely with dunnhumby business leaders and users, and the Salesforce delivery team, this role plans and delivers business adoption activities that prepare the organisation for new capabilities, process changes, and ways of working.

The CRM Analyst brings a structured, people-centred approach for existing users and new starters, ensuring impacts are understood, stakeholders are engaged, and users are equipped to adopt Salesforce solutions effectively.

This role embeds business enablement and feedback directly into the product delivery lifecycle.

Key Responsibilities

Develop and deliver Salesforce enablement and adoption strategies aligned with product roadmaps, release plans, and Agile ways of working.
Identify adoption gaps and opportunities, engaging stakeholders across Sales, Marketing, Operations, and Technology to drive consistent uptake.
Coordinate with Product Owners, Business Analysts, and the Release Manager to create clear, targeted communications that explain the who/what/why/how of Salesforce releases.
Produce consistent messaging across channels and ensure alignment with product vision and process changes.
Design, maintain, and deliver role‑based, task‑level training that covers both system use and expected user behaviours, translating Salesforce capabilities into practical, repeatable actions.
Maintain a central SharePoint hub with user materials, onboarding content, known issues, communications, and the superuser register.
Collaborate with Superusers, L&D, Internal Communications, and product stakeholders to create scalable training approaches using dh tools, automation, and AI.
Define and track adoption and readiness metrics, gather post‑release feedback, identify risks, and implement corrective actions.
Embed continuous improvement across change, training, communication, and adoption practices to support strong business outcomes.

What we expect from you:

Excellent stakeholder engagement, facilitation, and communication skills
Strong knowledge of Salesforce Sales Cloud, Salesforce Marketing Cloud, and Salesforce CPQ
Experience working within Agile or product-led delivery models
Strong understanding of organisational change management methodologies and practices
Experience designing and delivering training and enablement programmes
Experience in creating, maintaining, and managing documentation leveraging available tooling, including AI
Strong analytical skills to measure adoption and value realisation
Business acumen with the ability to assess complex, cross-functional change impacts across people, process, and technology

What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)

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