SAP Cloud CRM Expert

Job Description:

Job Summary

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.

The role includes client interaction cloud architecture alignment process mapping team leadership and technical coordination across SAP BTP and SAP Integration Suite. A strong understanding of customer journey management lead-to-cash and case-to-resolution processes is expected.

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

Required Qualifications & Skills

Education & Certifications

• Bachelors 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

• 812 years of SAP CRM experience with at least 35 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

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