The SAP Cloud CRM Expert is responsible for leading the delivery and optimization of SAP Customer Experience (CX) solutions across Sales, Service, and Marketing domains. This role encompasses the full-cycle implementation of SAP Sales Cloud, Service Cloud, and, if applicable, Marketing Cloud. Key responsibilities include leading end-to-end implementation, facilitating workshops to define business process alignment, configuring standard functionalities like leads, opportunities, and workflows, overseeing Marketing Cloud capabilities, managing data modeling, and ensuring solution scalability and user experience across mobile and desktop environments. An understanding of customer journey management, lead-to-cash, and case-to-resolution processes is essential. The role also involves client interaction, cloud architecture alignment, process mapping, team leadership, and technical coordination across SAP BTP and SAP Integration Suite.
Located in Riyadh, Saudi Arabia, this full-time position operates within a consulting environment with responsibility for multiple CX engagements. Travel may be required within the Kingdom of Saudi Arabia. Continuous SAP training and certification, especially aligned with quarterly cloud releases, is expected. The role utilizes an Agile and hybrid delivery model, requiring rapid execution and tight feedback loops.
Required Qualifications & Skills:
- Education: Bachelor’s degree in Business, Information Systems, or related field.
- Certifications: SAP Certified Application Associate – SAP Sales Cloud and/or Service Cloud. Certifications in SAP Marketing Cloud, SAP Integration Suite (CPI), or BTP are a plus. Project Management certification (PMP or equivalent) preferred.
- Experience: 8–12 years of SAP CRM experience, including at least 3–5 years in SAP CX (Sales/Service Cloud) and a minimum of 2 years in a managerial or lead consultant role. Experience in mid- to large-scale SAP CX implementations across industries, particularly in the Banking Sector, is required.
Key Technical & Functional Skills:
- Expertise in Sales Cloud and Service Cloud functionalities.
- Strong configuration skills and process design experience.
- Integration knowledge with S/4HANA, ERP, and non-SAP via CPI (SAP Integration Suite).
- Familiarity with SDK for custom extensions and understanding of Identity & Access Management, GDPR, and data protection in the cloud.
Soft Skills:
- Strong communication and stakeholder management skills.
- Proven leadership and team development capabilities.
- Analytical thinking with attention to functional and UI/UX details.
- Ability to manage delivery in a cloud-based, iterative deployment model.
This position offers an opportunity to thrive in a dynamic environment committed to fostering strong connections and inclusivity.
