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.
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Key Responsibilities
- Lead end-to-end implementation of SAP Sales Cloud and Service Cloud solutions
- Facilitate workshops and define business process alignment for sales and service
- Configure standard functionality including leads, opportunities, visits, tickets, SLAs, and workflows
- Oversee implementation of Marketing Cloud capabilities like segmentation, campaigns, and personalization (if in scope)
- Integrate SAP Cloud CRM with S/4HANA, ECC, and 3rd-party platforms via SAP Integration Suite (CPI)
- Manage data modeling, authorization roles, and extension using BTP/SDK
- Ensure solution scalability and user experience across mobile and desktop environments
- Supervise testing, training, cutover, and hypercare activities
- Maintain documentation, conduct risk assessment, and manage cloud releases
- Support customer enablement and cloud operations strategy
Requirements
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
- Service Cloud: Tickets, SLA, Knowledge Base, Service Channels (Email, Chat)
- Marketing Cloud: Segmentation, Campaign Automation, Consent Management (optional)
- 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.
