Radisson Hotel Group is looking for a Business Relationship Manager (BRM) with expertise in SAP Cloud for Customer (SAP C4C) and SAP Marketing to bridge the gap between IT and business operations. The ideal candidate will play a key role in understanding business needs, facilitating technology solutions, and ensuring the alignment of SAP solutions with organizational goals. This role requires a deep understanding of customer relationship management, marketing automation, and enterprise IT landscapes. The BRM will work closely with business stakeholders, IT teams, and leadership to ensure that SAP C4C and SAP Marketing are leveraged effectively to enhance customer engagement, improve business processes, and drive digital transformation.
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 SAP CRM best practices and capabilities
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Implementation & Support
· Provide expertise in SAP Cloud for Customer (C4C) for Sales and Service, including lead management, opportunity tracking, and customer engagement.
· Oversee the implementation, configuration, and continuous improvement of SAP 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 SAP C4C and SAP Marketing tools, ensuring alignment with industry best practices.
· Ensure seamless integration of SAP C4C and SAP Marketing with other enterprise applications.
· Conduct regular system audits and health checks to optimize system performance and user experience.
Project Management
· Lead SAP-related 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 SAP CRM solutions.
· Partner with technical teams to define system enhancements, custom developments, and workflow optimizations.
· Ensure SAP 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 SAP 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:
Location: · Madrid or Spain based Language skills: · English fluency is a must Degrees · Bachelor’s degree in information technology, Computer Science, or a related field. · +5 years of experience in SAP C4C implementation and support, specifically with hands-on experience in SDK and SAP CPI. · Strong understanding of customer relationship management (CRM) processes and practices. · Proven experience in developing custom applications using the C4C SDK and integrating with various systems using SAP CPI. Travel needs · Around 10%, primarily to Brussels HQ
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Radisson Hotel Group is looking for a Business Relationship Manager (BRM) with expertise in SAP Cloud for Customer (SAP C4C) and SAP Marketing to bridge the gap between IT and business operations. The ideal candidate will play a key role in understanding business needs, facilitating technology solutions, and ensuring the alignment of SAP solutions with organizational goals. This role requires a deep understanding of customer relationship management, marketing automation, and enterprise IT landscapes. The BRM will work closely with business stakeholders, IT teams, and leadership to ensure that SAP C4C and SAP Marketing are leveraged effectively to enhance customer engagement, improve business processes, and drive digital transformation.
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 SAP CRM best practices and capabilities
·
Implementation & Support
· Provide expertise in SAP Cloud for Customer (C4C) for Sales and Service, including lead management, opportunity tracking, and customer engagement.
· Oversee the implementation, configuration, and continuous improvement of SAP 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 SAP C4C and SAP Marketing tools, ensuring alignment with industry best practices.
· Ensure seamless integration of SAP C4C and SAP Marketing with other enterprise applications.
· Conduct regular system audits and health checks to optimize system performance and user experience.
Project Management
· Lead SAP-related 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 SAP CRM solutions.
· Partner with technical teams to define system enhancements, custom developments, and workflow optimizations.
· Ensure SAP 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 SAP 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:
Location: · Madrid or Spain based Language skills: · English fluency is a must Degrees · Bachelor’s degree in information technology, Computer Science, or a related field. · +5 years of experience in SAP C4C implementation and support, specifically with hands-on experience in SDK and SAP CPI. · Strong understanding of customer relationship management (CRM) processes and practices. · Proven experience in developing custom applications using the C4C SDK and integrating with various systems using SAP CPI. Travel needs · Around 10%, primarily to Brussels HQ
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