CRM Functional Consultant

Dubai, UAE

Posted
Ref: KP054-1668

Job description / Role

Employment: Full Time

CRM Functional Consultant

Deloitte is looking to hire a business analyst/functional consultant for Deloitte Digital in the Customer and Marketing portfolio. Customer & Marketing is creating a new model for a new age-we're an agency and a consultancy. Understanding the digital space and preparing for what's next is at our core. We help clients reimagine how profits are made, and how relationships are created and led; we reshape the landscape of work and rewire the high-reaching fabric of entire industries. That's the power of driving disruption. That's Deloitte Digital.

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the creative digital consultancy real and in doing so, make new markets.
We are looking for functional consultants/business analysts who will help in serving the business needs of our clients with technology solutions and contribute to the overall growth of our practice.

Responsibilities:
- Collaborate with business stakeholders to understand business objectives and gather detailed requirements for CRM solutions.
- Responsible for acting as a bridge between the business and technical stakeholders.
- Translate business requirements into effective and scalable processes. Recommend best practices and functionalities to meet business objectives.
- Translate functional requirements into technical requirements that can be used by technical teams. Acts as a bridge between the business and technical stakeholders for any clarifications.
- Prepare business requirement documents, lead sign-off from business, write user stories, and acceptance criteria and perform demo.
- Conduct user training sessions and create user documentation to ensure smooth adoption of the application. Provide ongoing support and address user inquiries to maximize system utilization.
- Recommend relevant reports and dashboard capabilities to extract meaningful insights from data to help stakeholders make informed decisions.
- Collaborate with the development team to oversee integrations with other systems. Collaborate with testing to ensure the integrity and reliability of the solutions.
- Propose and implement enhancements to existing systems to optimize performance and user experience.

Requirements

Experience required:

- Bachelor's degree in Computer Science, Software, or a related field.
- Decent understanding of CRM and the ability to comprehend how CRM can impact businesses.
- Proven experience of 2-5 years of working in a functional role with any CRM tools like Salesforce, Microsoft Dynamics, Oracle CX, Odoo or others.
- Experienced at directly engaging with clients, driving discussions, and gathering detailed business requirements.
- Ability to handle ambiguity, progress discussions and make suggestions in an unstructured environment. - Extensive experience in translating business requirements into process flows, and user stories including comprehensive acceptance criteria; and receiving client sign-off.
- Quick learner with an ability to understand business processes from the perspective of different functions, departments, and business units. Prioritise the requirements as per business objectives. - Ability to define use cases and outline detailed user journeys. - Skilled at designing reports and dashboards, including relevant KPIs to track business outcomes.
- Strong communication and interpersonal skills to collaborate effectively with stakeholders at all levels across business and technical teams.
- Experienced at driving system implementation, monitoring solutions developed by technical teams, tracking progress against milestones, and agile methodology.
- Ability to analyze and recommend data flow best practices knowledge.
- Experienced at managing client deliverables and presentations independently.
- An individual with a proactive mindset who looks at details analytically and is actively curious to achieve clarity.
- Comfortable working in a fast-paced environment and contributing high-quality work.
- CRM certifications will be a preference.

About the Company

Deloitte is the world's largest and leading professional services firm, providing audit & assurance, consulting, financial advisory, risk advisory and tax and services to public and private clients spanning multiple industries, whether they are in the energy, communications, oil and gas, financial services, family businesses, healthcare, public or education sectors among others.

With a globally connected network of member firms in more than 150 countries and territories, Deloitte brings world-class capabilities and high-quality service to clients, delivering the insights they need to address their most complex business challenges. Deloitte's more than 250,000 professionals are committed to becoming the standard of excellence.

Deloitte & Touche (M.E.) is a member firm of Deloitte globally and is the first Arab professional services firm established in the Middle East region Deloitte & Touche (M.E.) is a member firm of Deloitte Touche Tohmatsu Limited (DTTL) and is a leading professional services firm established in the Middle East region with uninterrupted presence since 1926 with 26 offices in 15 countries to date. What distinguishes Deloitte member firms in the Middle East is the global and regional expertise and know-how offered through specialized and highly knowledgeable talent. Deloitte aims to offer the best services to its clients through a team with more than 3,300 partners, directors and staff in the Middle East which guarantees effective communication with clients and a deeper understanding of their needs. It is a Tier 1 Tax advisor in the GCC region since 2010 (according to the International Tax Review World Tax Rankings). It has also received numerous awards in the last few years which include best employer in the Middle East, best consulting firm, the Middle East Training & Development Excellence Award by the Institute of Chartered Accountants in England and Wales (ICAEW), as well as the best CSR integrated organization.

Deloitte drives progress. Our practices around the Middle East support clients become leaders wherever they choose to compete. We invest in outstanding people of diverse talents and backgrounds and empower them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we.

Our Purpose

Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most-for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.

Our shared values guide the way we behave to make a positive, enduring impact: