B- hler is looking for an experienced CRM Consultant to support the global rollout, adoption and continuous improvement of its CRM platform based on SAP Sales Cloud Version 2.

In this role, you will work closely with Product Owners, Solution Architects, business stakeholders, technical teams and implementation partners. You will drive CRM process harmonisation, translate business requirements into scalable system improvements and help maximise business value through effective user enablement and adoption.

The role requires a strong understanding of B2B Sales and CRM processes, including lead management, opportunity management, customer engagement and customer data management.

Key Responsibilities :

- Drive the continuous improvement, standardisation and global harmonisation of CRM processes across Sales, Marketing and Customer Engagement.

- Support business processes covering lead management, opportunity management, account and contact management, activity management and customer data management.

- Support the configuration, testing, rollout and ongoing operation of SAP Sales Cloud Version 2 and related CRM capabilities.

- Gather, analyse and challenge business requirements and translate them into process, functional and system requirements.

- Prepare business process flows, functional requirements, user stories, acceptance criteria and solution documentation.

- Collaborate with Product Owners, Solution Architects, development teams and implementation partners to deliver scalable CRM solutions.

- Plan and coordinate functional testing, system integration testing and user acceptance testing.

- Support global CRM rollouts, including rollout-readiness assessments, cutover preparation, hypercare and post-go-live support.

- Develop user guides, training materials, training concepts and adoption programmes.

- Conduct user-training sessions and support business users in adopting new CRM processes and capabilities.

- Act as a key point of contact for CRM users and stakeholders.

- Support customer data quality, process governance and customer master-data management.

- Coordinate requirements related to CRM interfaces and integration with SAP S/4HANA and other enterprise applications.

- Monitor system usage, user feedback and adoption levels to identify opportunities for continuous improvement.

- Contribute to establishing a standardised, scalable and data-driven global CRM landscape.

Required Qualifications :

- Bachelors degree in Business Administration, Business Information Systems, Information Technology, Computer Science or a related discipline.

- At least 4 years of relevant experience in CRM systems, business process management, business applications or digital transformation programmes.

- Hands-on experience with one or more of the following :

1. SAP Sales Cloud Version 2

2. SAP Sales Cloud / SAP Cloud for Customer

3. SAP CRM

4. Salesforce Sales Cloud

5. Microsoft Dynamics 365 CRM

6. A comparable enterprise CRM platform

- Strong understanding of Sales, Marketing, Customer Engagement and Customer Data Management processes.

- Experience gathering, analysing and documenting business requirements.

- Experience supporting CRM process optimisation and standardisation initiatives.

- Experience supporting system rollouts, user training, adoption programmes or process harmonisation initiatives.

- Strong analytical, communication and stakeholder-management skills.

- Excellent written and verbal communication skills in English.

Preferred Qualifications :

- Direct implementation or rollout experience with SAP Sales Cloud Version 2.

- Knowledge of SAP Sales Cloud V2 capabilities, including :

1. Lead management

2. Opportunity management

3. Account and contact management

4. Activity management

5. Sales pipeline management

6. Sales forecasting

7. Customer interaction management

- Experience with CRM configuration, functional testing, user acceptance testing and defect management.

- Experience working on global CRM rollout and process-harmonisation programmes.

- Knowledge of SAP S/4HANA integration scenarios, particularly customer, sales and master-data integration.

- Understanding of customer master-data concepts, including Business Partner, account, contact and relationship data.

- Knowledge of APIs, interfaces, middleware or enterprise integration concepts.

- Experience creating and delivering user-enablement materials and role-based training programmes.

- Experience in organisational change management, user adoption and post-go-live support.

- Experience working in Agile delivery environments using Scrum or SAFe methodologies.

- Exposure to B2B sales organisations and end-to-end customer lifecycle management.

- Experience working with global, cross-functional and culturally diverse teams.

- Familiarity with tools such as Jira, Confluence, SAP Cloud ALM, SAP Signavio or similar platforms.

Mandatory Criteria :

- A minimum of 4 years of experience in CRM systems, business process management, business applications or digital transformation.

- Experience with SAP Sales Cloud, SAP CRM, Salesforce Sales Cloud, Microsoft Dynamics 365 CRM or a comparable enterprise CRM platform.

- Strong understanding of Sales, Marketing, Customer Data Management or Customer Engagement processes.

- Experience supporting global system rollouts, user training, adoption programmes or process-harmonisation initiatives.

- Demonstrated ability to translate business requirements into process and system improvements.

- Strong analytical, communication and stakeholder-management skills.

- Fluency in written and spoken English.

Mandatory and Preferred SAP Skills :

Mandatory :

- SAP Sales Cloud V2 / SAP Sales Cloud : Practical knowledge of lead-to-opportunity processes, account and contact management, activity management, sales pipeline management and CRM business processes.

- CRM Business Process Management : Ability to gather requirements and translate them into user stories, process flows, functional requirements and acceptance criteria.

- CRM Testing and Rollout : Experience with functional testing, UAT, defect management, user training, rollout preparation, hypercare and user adoption.

Preferred :

- SAP S/4HANA Integration : Understanding of Business Partner, customer master data and sales-process integration between SAP Sales Cloud V2 and SAP S/4HANA.

- SAP Integration Technologies : Exposure to SAP Integration Suite, APIs, OData services, middleware and CRM interface monitoring.

- SAP CRM / SAP C4C : Experience with legacy or existing SAP CRM solutions and migration or transition to SAP Sales Cloud V2.

Key Skills and Competencies :

- SAP Sales Cloud Version 2

- CRM process management

- Lead and opportunity management

- Sales pipeline and forecasting processes

- Account and contact management

- Customer engagement

- Customer master-data management

- Business requirements analysis

- Process modelling and optimisation

- Functional solution documentation

- User stories and acceptance criteria

- System testing and user acceptance testing

- Global CRM rollout

- User training and enablement

- Change management and adoption

- Stakeholder management

- Agile delivery

- Cross-functional and global collaboration