Sap Customer Relationship Management Consultant

Roles & Responsibilities

• Lead and manage the

  SAP CRM on HANA solution

  for the Client’s Customer Interaction Centre (CIC).
• Act as a

  Functional SME (Subject Matter Expert)

  with hands-on expertise in

  SAP CRM on HANA

  .
• Ensure seamless

  integration of SAP CRM with S/4HANA and Fiori applications

  .
• Drive

  strategic business transformation initiatives

  leveraging SAP CRM capabilities.
• Serve as a

  trusted advisor

  to CIC leadership and align solutions with industry best practices.
• Lead and guide a

  team of functional and technical consultants

  in SAP CRM initiatives.
• Plan, execute, and monitor

  SAP CRM projects

  with full accountability.
• Analyze complex business scenarios and deliver

  “What-If Analysis”

  for decision-making.
• Identify

  automation opportunities

  and implement process improvements using CRM tools.
• Build and maintain

  business process controls, KPIs, and operational dashboards

  .
• Collaborate with stakeholders to

  gather business requirements

  and convert them into SAP CRM solutions.
• Ensure smooth functioning and enhancements of key SAP CRM sub-modules:

Complaint Management

Installation Management

Commissioning Management

Annual Maintenance Contract (AMC) Management

Warranty Registration Management

ERP Sale Order Creation

• Conduct

  business process workshops

  and

  end-user training sessions

  .
• Manage

  stakeholder communications

  including steering committee meetings.
• Collaborate with

  third-party vendors and internal teams

  for upgrades and enhancements.
• Maintain

  issue logs

  , troubleshoot, and resolve CRM-related issues to minimize disruption.
• Contribute to

  Knowledge Management

  by creating policies and process documentation.
• Stay updated with

  emerging SAP CRM trends

  and recommend innovations.