Sap Customer Relationship Management Consultant

Roles & Responsibilities – SAP CRM on HANA SME

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.