Business Engagement & Relationship Management:

·        Act as the primary liaison between business stakeholders and IT teams to translate business requirements into technical solutions.

·        Build and maintain strong relationships with business teams, ensuring their needs and priorities are met through SAP solutions.

·        Facilitate workshops, meetings, and discussions to gather and document business requirements.

·        Promote IT capabilities and innovations to improve business processes and customer experiences.

·        Work with cross-functional teams to drive strategic initiatives and ensure IT solutions align with business objectives.

·        Serve as a trusted advisor, offering recommendations on CRM best practices and capabilities

Implementation & Support

·        Provide expertise in CRM and MKT automation, including lead management, opportunity tracking, and customer engagement.

·        Oversee the implementation, configuration, and continuous improvement of Marketing Cloud, ensuring effective campaign management, segmentation, and personalization.

·        Collaborate with functional and technical teams to optimize SAP solutions to enhance marketing and sales operations.

·        Drive adoption of CRM and Marketing tools, ensuring alignment with industry best practices.

·        Ensure seamless integration of CRM and Marketing with other enterprise applications.

·        Conduct regular system audits and health checks to optimize system performance and user experience.

Project Management

·        Lead initiatives from inception to execution, ensuring successful project delivery.

·        Manage change requests, system enhancements, and integrations with other enterprise solutions.

·        Identify risks, bottlenecks, and opportunities for process improvements within CRM and marketing operations.

·        Develop and execute training programs to support end-users in maximizing SAP functionalities.

·        Define KPIs to measure project success and track adoption rates.

Requirements Gathering & Solution Design:

·        Conduct business analysis, gather user requirements, and document functional specifications for CRM solutions.

·        Partner with technical teams to define system enhancements, custom developments, and workflow optimizations.

·        Ensure CRM aligns with customer service, sales, and marketing strategies.

Process Optimization & Change Management:

·        Identify opportunities for process improvements within CRM workflows to drive efficiency and productivity.

·        Lead change management efforts by training end-users and ensuring smooth adoption of CRM solutions.

·        Establish and maintain best practices for data integrity, reporting, and analytics within CRM

Performance Monitoring & Reporting:

·        Analyse CRM data to provide insights on customer interactions, sales performance, and service effectiveness.

·        Develop reports and dashboards to track key CRM metrics and business KPIs.

·        Ensure compliance with data security and privacy regulations related to CRM operations.

Job requirements and qualifications:

Business Engagement & Relationship Management:

·        Act as the primary liaison between business stakeholders and IT teams to translate business requirements into technical solutions.

·        Build and maintain strong relationships with business teams, ensuring their needs and priorities are met through SAP solutions.

·        Facilitate workshops, meetings, and discussions to gather and document business requirements.

·        Promote IT capabilities and innovations to improve business processes and customer experiences.

·        Work with cross-functional teams to drive strategic initiatives and ensure IT solutions align with business objectives.

·        Serve as a trusted advisor, offering recommendations on CRM best practices and capabilities

Implementation & Support

·        Provide expertise in CRM and MKT automation, including lead management, opportunity tracking, and customer engagement.

·        Oversee the implementation, configuration, and continuous improvement of Marketing Cloud, ensuring effective campaign management, segmentation, and personalization.

·        Collaborate with functional and technical teams to optimize SAP solutions to enhance marketing and sales operations.

·        Drive adoption of CRM and Marketing tools, ensuring alignment with industry best practices.

·        Ensure seamless integration of CRM and Marketing with other enterprise applications.

·        Conduct regular system audits and health checks to optimize system performance and user experience.

Project Management

·        Lead initiatives from inception to execution, ensuring successful project delivery.

·        Manage change requests, system enhancements, and integrations with other enterprise solutions.

·        Identify risks, bottlenecks, and opportunities for process improvements within CRM and marketing operations.

·        Develop and execute training programs to support end-users in maximizing SAP functionalities.

·        Define KPIs to measure project success and track adoption rates.

Requirements Gathering & Solution Design:

·        Conduct business analysis, gather user requirements, and document functional specifications for CRM solutions.

·        Partner with technical teams to define system enhancements, custom developments, and workflow optimizations.

·        Ensure CRM aligns with customer service, sales, and marketing strategies.

Process Optimization & Change Management:

·        Identify opportunities for process improvements within CRM workflows to drive efficiency and productivity.

·        Lead change management efforts by training end-users and ensuring smooth adoption of CRM solutions.

·        Establish and maintain best practices for data integrity, reporting, and analytics within CRM

Performance Monitoring & Reporting:

·        Analyse CRM data to provide insights on customer interactions, sales performance, and service effectiveness.

·        Develop reports and dashboards to track key CRM metrics and business KPIs.

·        Ensure compliance with data security and privacy regulations related to CRM operations.

Job requirements and qualifications: