CRM Functional Consultant| Sales & Services | Amman
About Deloitte: When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. We have received numerous awards over the last few years, including Best Employer in the Middle East, and Best Consulting Firm, and the Middle East Training & Development Excellence Award.
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:
During your tenure as a CRM Functional Consultant in Sales & Services, you will demonstrate and develop your capabilities in the following areas:
- 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 maximise system utilisation.
- 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 optimise performance and user experience.
Leadership Capabilities:
- Builds own understanding of our purpose and values; explores opportunities for impact.
- Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent.
- Understands expectations and demonstrates personal accountability for keeping performance on track.
- Actively focuses on developing effective communication and relationship-building skills.
- Understands how their daily work contributes to the priorities of the team and the business.
Qualifications:
- 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, 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 analyse 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.