Senior CRM Consultant

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Job Summary:

We are looking for an experienced Senior CRM Consultant to lead end-to-end CRM implementation, customization, and transformation initiatives. The ideal candidate will have in-depth knowledge of CRM platforms like Salesforce / Microsoft Dynamics 365 / Zoho CRM, or similar, and will be responsible for understanding business processes, gathering CRM requirements, and translating them into functional specifications. You will work closely with business stakeholders, technical teams, and customers to ensure CRM solutions are aligned with business goals/objectives.

Key Responsibilities:

Business Requirement Gathering

• Engage with stakeholders to understand business processes and CRM-related challenges.
• Conduct workshops, interviews, and gap analyses to capture requirements.
• Translate business needs into functional requirements, process flows, and use cases.

Functional Design & Documentation

• Prepare functional specification documents, BRDs (Business Requirement Documents), and user stories.
• Design CRM workflows, screens, user roles, reports and dashboards aligned with business objectives.
• Work with the engineering team to ensure accurate and efficient implementation

Client & Stakeholder Engagement:

• Own and manage end-to-end CRM implementation and integration projects.
• Gather and analyze business requirements and translate them into functional CRM solutions.
• Lead workshops, demonstrations, and training sessions with clients or internal users.
• Assist with UAT (User Acceptance Testing).
• Validate system functionality against requirements before go-live.
• Act as the bridge between business, technical teams, and customers.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.
• 8+ years of experience in CRM consulting, implementation, or project management.
• Hands-on experience with Salesforce, Microsoft Dynamics 365, Zoho CRM or similar CRM platforms.
• Proven track record of leading CRM projects through full SDLC, including requirements gathering, design, development, testing, and go-live.
• Strong understanding of CRM data models, APIs, security models, workflows, and automation.
• Exceptional stakeholder communication, presentation, and leadership skills.
• CRM certifications (e.g., Salesforce Admin/Developer, Microsoft Certified: Dynamics 365) are highly desirable.
• Experience in multi-region/multi-language CRM rollouts is preferable.
• Knowledge of industry verticals such as Automotive, or Retail is preferrable.
• Familiarity with BI/reporting tools like Power BI, Tableau, or CRM-native analytics modules is preferable.