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 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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Work Conditions: Full-time position; consulting environment with responsibility for multiple CX engagements. Travel may be required within the Kingdom of Saudi Arabia. Involvement in workshops, demos, testing cycles, and go-live phases with a high-visibility role requiring direct accountability to sales, marketing, and service executives. The work model prioritizes in-person collaboration while offering flexibility to support well-being and productivity.
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 applicable).
- Integrate SAP Cloud CRM with S/4HANA, ECC, and third-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 assessments, and manage cloud releases.
- Support 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, Service Cloud, and Marketing Cloud functionalities.
- Strong hands-on configuration skills and process design experience.
- Integration knowledge with S/4HANA, ERP, and non-SAP via CPI.
- Familiarity with SDK for custom extensions and SAP BTP.
- 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 focused on user adoption and value realization.
