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 solutionsFacilitate workshops and define business process alignment for sales and serviceConfigure standard functionality including leads, opportunities, visits, tickets, SLAs, and workflowsOversee 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/SDKEnsure solution scalability and user experience across mobile and desktop environmentsSupervise testing, training, cutover, and hypercare activitiesMaintain documentation, conduct risk assessment, and manage cloud releasesSupport customer enablement and cloud operations strategy

Required Qualifications & Skills

Education & Certifications

Bachelor’s degree in Business, Information Systems, or related fieldSAP Certified Application Associate – SAP Sales Cloud and/or Service CloudCertifications in SAP Marketing Cloud, SAP Integration Suite (CPI), or BTP are a plusProject 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 roleExperience in mid- to large-scale SAP CX implementations across industriesFamiliarity with multi-channel CRM processes and customer interaction platformsAt least 5 years of experience in the Banking Sector

Technical & Functional Skills

Expertise in:Sales Cloud: Leads, Opportunities, Activities, Territory & Visit ManagementService 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 experienceIntegration knowledge with S/4HANA, ERP, and non-SAP via CPI (SAP Integration Suite)Familiarity with SDK for custom extensions and SAP BTP for UI logicUnderstanding of Identity & Access Management, GDPR, and data protection in the cloud

Soft Skills

Strong communication and stakeholder management skillsProven leadership and team development capabilitiesAnalytical thinking with attention to functional and UI/UX detailsStructured documentation and presentation disciplineAbility to manage delivery in a cloud-based, iterative deployment modelClient-facing approach with focus on user adoption and value realization

Work Environment & Conditions

Consulting environment with responsibility for multiple CX engagementsTravel may be required within the Kingdom of Saudi ArabiaCoordination with SAP and third-party cloud providersInvolvement in workshops, demos, testing cycles, and go-live phasesContinuous SAP training and certification, especially aligned with quarterly cloud releasesHigh-visibility role with direct accountability to sales, marketing, and service executivesAgile and hybrid delivery model requiring rapid execution and tight feedback loops

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