Business Analyst - Salesforce Service Cloud & Data Cloud

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.

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.

• 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.

• Own a defined workstream end‑to‑end for Service Cloud platform roadmap and Data Cloud use case deliver, acting as the primary…