Website:
Job details:
Company Description
Job Description
Position/Title
Consultant, CRM
Location (on-site, hybrid, remote)
Hybrid
Business line
Applications
Department
DCE
A: MAIN POSITION CONTENTS
Purpose
What is the primary objective for
this role?
The CRM Consultant provides hands-on expertise in configuring,
optimizing, and supporting SAP Sales Cloud (C4C) and SAP
Service Cloud.
The role works closely with the CRM Product Owner, who defines
the roadmap and priorities.
The consultant ensures efficient implementation, drives adoption
and roll-out across markets, and secures reliable customer data,
enabling a 360° customer view across Sales and Service.
Areas of responsibility
(e.g. personnel, budget if
applicable)
Support the CRM Product Owner in delivering on the CRM
roadmap.
Execution of CRM implementation, configuration, testing,
and optimization tasks.
Drive adoption and roll-out of CRM to sales and service
teams across markets.
Act as a subject matter expert on CRM processes,
functionality, and best practices.
Collaborate closely with Sales, Marketing, Customer
Service, IT, and DCE teams to ensure business alignment.
Translate business requirements into clear technical
specifications for IT development and integration.
Success criteria
Outline measurable outcomes that
define success in this role(could
include specific targets or key
performance indicators)
High adoption rates among sales and service teams
(measured by KPIs such as visits logged, opportunities
updated, tickets created/resolved).
Reliable and accurate CRM data quality (completeness of
accounts, contacts, pipeline, and service cases).
Successful roll-out of CRM functionality across prioritized
markets within agreed timelines.
Enablement of a 360° customer view across Sales Cloud
and Service Cloud.
Smooth UAT processes with effective defect tracking and
resolution.
Timely bug reporting and bug fixing, with minimal
disruption to business operations.
Positive feedback from stakeholders on support,
onboarding, and training activities.
Active contribution in Scrum ceremonies (sprint planning,
reviews, retrospectives) and delivery of backlog items as
committed.
B: TASKS
Primary tasks & responsibilities
List as bullet points
Support the CRM Product Owner in implementing,
configuring, and optimizing SAP Sales Cloud and Service
Cloud.
Translate business requirements into CRM functionality
and into functional/technical specifications for IT
development.
Configure, test, and validate CRM changes.
Drive adoption by supporting onboarding, training, and
daily use of CRM across markets.
Secure CRM as the trusted single source of customer truth
by enabling a 360° view of accounts, contacts,
opportunities, and service cases.
Ensure data quality by monitoring, validating, and
continuously improving CRM data.
Support sales processes (pipeline, quotes, visits,
reporting).
Support service processes including case management,
ticketing, and knowledge base usage in Service Cloud.
Collaborate closely with IT for integrations (ERP, Outlook,
Data & Analytics).
Perform User Acceptance Testing (UAT) for new releases
and changes.
Conduct bug reporting, follow-up, and coordination of bug
fixing with IT and vendors.
Document solutions, processes, and best practices for
knowledge sharing.
Work in an agile Scrum setup, contributing to sprint
planning, backlog refinement, and reviews.
Interfaces
Identify the key internal and
external stakeholders this role will
engage / collaborate with
Internal stakeholders
CRM Product Owner (primary lead)
Sales & Marketing teams in all regions
Customer Service teams (case handling, ticketing, support
desk)
DCE program teams (Digital Engagement, Data &
Analytics, Commerce, PIM, DAM)
IT & Enterprise Architecture
Finance / Controlling (pipeline, forecast, reporting
alignment)
External stakeholders
SAP and CRM implementation partners
Selected vendors supporting integrations and analytics
C: QUALIFICATIONS/EXPERIENCE
Education / mandatory
Certificates or courses
Education / Mandatory
Master’s degree in Business, Engineering, or related field.
Certificates or Courses
SAP Sales Cloud and/or SAP Service Cloud certifications are an
advantage.
Scrum or Agile certifications (e.g., Certified Scrum Master, SAFe,
Product Owner) are a nice-to-have.
Experience
5 – 10 years of experience working with CRM systems in a B2B
manufacturing environment (SAP Sales/Service Cloud preferred).
Proven track record in CRM roll-outs, user adoption, and data
governance.
Experience in UAT, bug reporting, and defect resolution processes.
Strong understanding of sales and service processes in B2B
manufacturing.
Experience in writing functional/technical specifications for IT handover.
Practical experience working in agile Scrum teams, contributing to
sprints, backlog refinement, and reviews.
Languages Fluent in English (written and spoken).
Additional European language(s) an advantage.
IT, AI, and other tools SAP Sales Cloud (C4C) and Service Cloud (including ticketing).
ERP integration experience (preferably SAP S/4HANA).
Reporting tools (e.g., Power BI).
Familiarity with AI-enabled CRM features (forecasting, lead scoring,
ticket automation, chatbots).
Experience with bug/issue tracking tools (e.g., Jira, Azure DevOps,
ServiceNow).
Personalcompetences/soft skills,e.g.communication skills,result-oriented,etc.
Describe the idealbehavioural traits andinterpersonal skills thatalign well with the role, the
Customer-centric mindset, aligned with NKT’s culture of business-
anchored digitalization.
Strong communicator with the ability to collaborate across business
and IT stakeholders.
Team player in an international, cross-functional environment.
Service-minded and result-oriented, balancing short-term fixes with
long-term improvements.
Structured and analytical, with strong attention to data quality.
Agile mindset, thrives in Scrum-based teamwork.
Change ambassador who actively drives adoption and enables new
ways of working.
Curious and proactive in exploring new CRM & Service Cloud
team- and company culture.Select 3 need-to-havecompetences + 2 nice-to-have competences for therole:
functionalities.
Must-have:
Hands-on SAP Sales Cloud (C4C) and/or SAP Service Cloud expertise
(incl. ticketing).
Experience in CRM roll-out, adoption, and UAT/bug resolution.
Ability to translate business requirements into clear technical
specifications for IT.
Nice-to-have:
CRM reporting & analytics (Power BI or similar).
Knowledge of AI/automation (predictive insights, ticket automation,
chatbots).
Team player, contributing to a positive and collaborative team culture while supporting colleagues and stakeholders.
Click on Apply to know more.