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.