SAP Cloud CRM Expert

About the Job:
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 includes full-cycle implementation of SAP Sales Cloud, Service Cloud, and (if applicable) Marketing Cloud.

The candidate will lead functional design, manage integrations, and ensure solutions align with customer engagement strategies and business KPIs. Key responsibilities include:

• Leading end-to-end implementation of SAP Sales Cloud and Service Cloud solutions.
• Facilitating workshops and defining business process alignment for sales and service.
• Configuring standard functionality including leads, opportunities, visits, tickets, SLAs, and workflows.
• Overseeing implementation of Marketing Cloud capabilities like segmentation, campaigns, and personalization.
• Integrating SAP Cloud CRM with S/4HANA, ECC, and third-party platforms via SAP Integration Suite.
• Managing data modeling, authorization roles, and extension using BTP/SDK.
• Ensuring solution scalability and user experience across mobile and desktop environments.
• Supervising testing, training, cutover, and hypercare activities.
• Maintaining documentation, conducting risk assessments, and managing cloud releases.
• Supporting customer enablement and cloud operations strategy.

Required Qualifications & Skills:

Education & Certifications:

• Bachelor’s degree in Business, Information Systems, or related field.
• 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, with at least 3–5 years in SAP CX (Sales/Service Cloud).
• Minimum 2 years in a managerial or lead consultant role.
• Experience in mid- to large-scale SAP CX implementations across industries.
• Familiarity with multi-channel CRM processes and customer interaction platforms.
• At least 5 years of experience in the Banking Sector.

Technical & Functional Skills:

• Expertise in Sales Cloud: Leads, Opportunities, Activities, Territory & Visit Management.
• Expertise in Service Cloud: Tickets, SLA, Knowledge Base, Service Channels (Email, Chat).
• Optional knowledge in Marketing Cloud: Segmentation, Campaign Automation, Consent Management.
• Strong hands-on 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 SAP BTP for UI logic.
• 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.
• Structured documentation and presentation discipline.
• Ability to manage delivery in a cloud-based, iterative deployment model.
• Client-facing approach with focus on user adoption and value realization.

Work Environment & Conditions:

• Consulting environment with responsibility for multiple CX engagements.
• Travel may be required within the Kingdom of Saudi Arabia.
• Coordination with SAP and third-party cloud providers.
• Involvement in workshops, demos, testing cycles, and go-live phases.
• Continuous SAP training and certification, especially aligned with quarterly cloud releases.
• High-visibility role with direct accountability to sales, marketing, and service executives.
• Agile and hybrid delivery model requiring rapid execution and tight feedback loops.

At DXC Technology, we prioritize in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.