CRM Consultant

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THE ORGANIZATION

As the digital innovation, consulting, and transformation brand of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations. Located in more than 30 offices worldwide and 37 creative studios around the world, its 10,000+ strong team member combines strategy, technology, data science, and creative design with deep industry expertise and insights, to develop new digital solutions and business models of the future.

THE BUSINESS UNIT

Frog Customer First is the capability unit within Invent that partners with customer-centric enterprises to drive sustainable growth, by creating and orchestrating experiences at scale and harnessing the power of data and technology. More than 2.000 people are globally active in the unit with a focus on Innovation, Strategy & Design, Brand & Content, Customer Transformation and Data & Analytics. Within the frog Customer First – Customer Transformation team works with clients to transform the digital capabilities for the organization, elevate Sales and Services offerings to meet the evolving customer needs through tailored solutions that increase Customer Satisfaction using right mix of strategy, design, data and technology for sustainable growth and profitability.

What will be the day-to-day responsibilities of the job holder?

• Contribute being part of CRM transformation team undertaking Sales and Service Transformation engagements as an individual contributor/ lead a team to develop work product/ Solution and act as a subject matter expert on CX/CRM consulting projects.
• Conduct thorough assessments of clients' existing systems, processes, and customer engagement methods. Develop and visualize scenarios for the client problem, create a compelling storyline and recommend the best way forward.
• Requirement gathering, document analysis, storyboards, business process definition and description, process modelling, use cases, user stories definition, business analysis, product evaluation and share point of view.
• Stay updated with industry trends, emerging technologies, and best practices related to CRM and customer engagement.
• The candidate will also be expected to help drive the CRM Consulting & Advisory leadership in practice development viz creating CRM Industry specific assets and reusable assets, new CRM consulting offerings that solve the client business problems and drive new business developments/ pursuits through consultative selling.

What are the skills/ competencies required for this role?

• In depth know-how of CRM Concepts, demonstrated experience in Salesforce (Sales Cloud, Service Cloud, Marketing Cloud, Agentforce) or leading CRM solutions (MS Dynamics, Oracle) in consulting or implementation programs.
• The candidate is expected to bring a mix of strong Industry knowledge (Banking, Finance, Energy, Retail etc.) and CRM domain orientation in Client engagements.
• Strong understanding of the Salesforce platform, experience with customization and configuration, and excellent communication and project management skills
• Work with clients to understand their business requirements and design customized Salesforce solutions
• Configure and customize the Salesforce platform, including creating custom fields, workflows, and reports.
• Decompose High Level Requirements into Functional Requirements and User Stories.
• Collaborate with business stakeholders for Requirement validation and documentation.
• Drives Requirement review and rationalization sessions with solution architects.
• Enjoys combining technological understanding, strategic analysis, and agile project approaches.
• Awareness of Agile methodologies