Job Title:  Director | SAP CRM | Bengaluru | SAP

Job Title: Deloitte CRM Director

Location: Pan India

Experience: 10+ Years

Company: Deloitte

Job Summary:

As a CRM Director at Deloitte, you will lead the design, implementation, and optimization of Customer Relationship Management (CRM) strategies and solutions for clients across industries. You will drive CRM transformation programs, manage large teams, and work closely with clients to enhance customer engagement, improve sales effectiveness, and maximize business value through CRM technologies and processes.

Key Responsibilities:

• Lead end-to-end CRM strategy development, implementation, and governance for clients.
• Oversee CRM system architecture, customization, integration, and deployment ensuring alignment with business objectives.
• Manage and mentor large teams of CRM professionals, consultants, and developers.
• Collaborate with sales, marketing, and service teams to enhance customer lifecycle management and experience.
• Drive CRM digital transformation initiatives leveraging cloud-based CRM platforms like Salesforce, Microsoft Dynamics 365, SAP CRM, etc.
• Engage with senior stakeholders to identify CRM opportunities, challenges, and deliver tailored solutions.
• Monitor CRM program performance, ROI, and customer satisfaction metrics.
• Ensure compliance with data privacy and security standards within CRM platforms.
• Foster innovation by evaluating emerging CRM technologies and recommending adoption where appropriate.

Required Qualifications:

Education:

• Bachelor’s or Master’s degree in Business Administration, Information Technology, or related field.

Experience:

• 10+ years of experience in CRM strategy, implementation, and management.
• Proven track record of managing large-scale CRM programs and teams.

Skills:

• Strong knowledge of CRM platforms (Salesforce, Microsoft Dynamics, SAP CRM, etc.).
• Expertise in CRM architecture, integrations, and data management.
• Excellent leadership, stakeholder management, and communication skills.
• Strong business acumen and customer-centric approach.
• Experience with digital transformation and change management.

Preferred Qualifications:

• Certifications in CRM platforms (e.g., Salesforce Certified, Microsoft Certified).
• Experience in consulting or professional services.
• Knowledge of AI and analytics integration with CRM systems.
• Familiarity with regulatory requirements around customer data and privacy.