Job Title:  T&T | Customer | S&S | Manager | Functional - Retail | Bengaluru

The team

Customer team has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Required skills:

As a Managerin our customer team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations:

• D365 CRM Expertise: Utilize your extensive knowledge of D365 CRM, particularly in Sales, Customer Service, and Field Service modules, to analyze, design, configure, and implement customized solutions for clients. 
• Discovery and Fit-gap Analysis: Lead discovery sessions to understand client business requirements, and conduct fit-gap analysis to identify areas where D365 CRM customization is needed. 
• Customization and Configuration: Configure and customize D365 CRM to align with the identified business requirements, including creating entities, workflows, and plugins. 
• Documentation: Prepare detailed documentation of requirements, design, and configuration changes, ensuring clear communication between the project team and clients. 
• User Training: Provide training and support to end-users to ensure they can effectively utilize the customized D365 CRM solutions. 
• Quality Assurance: Perform thorough testing of customized solutions to ensure they meet the defined business requirements and quality standards. 
• Client Communication: Maintain regular communication with clients to gather feedback, address concerns, and provide project updates. 
• Project Collaboration: Collaborate with cross-functional teams, including developers and project managers, to ensure successful project delivery. 

Good to have:

• Minimum of 10 years of hands-on experience with Microsoft Dynamics 365 CRM. 
• Proven experience in D365 Sales, Customer Service, and Field Service modules. 
• Strong expertise in conducting Discovery and Fit-gap Analysis. 
• Nice-to-have experience with D365 Project Operations. 
• Excellent communication and interpersonal skills. 
• Ability to work independently and as part of a team. 
• Certifications in Microsoft Dynamics 365 CRM are a plus.

Desired Qualifications: 

• B.Tech / M.Tech or equivalent qualification/experience
• Proven experience (9 – 12 years) in developing solutions using Microsoft Dynamics 365 CRM, Security model and Power Platform.

Location and way of working.

• Base location: Bengaluru, Gurgaon
• Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.

Your role as a Manager:

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, Senior Executive across our organization must strive to be:

• Inspiring - Leading with integrity to build inclusion and motivation.
• Committed to creating purpose - Creating a sense of vision and purpose.
• Agile - Achieving high-quality results through collaboration and Team unity.
• Skilled at building diverse capability - Developing diverse capabilities for the future.
• Persuasive / Influencing - Persuading and influencing stakeholders.
• Collaborating - Partnering to build new solutions.
• Delivering value - Showing commercial acumen
• Committed to expanding business - Leveraging new business opportunities.
• Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization.
• Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities.
• Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for the success of engagement(s)
• Managing change - Responding to changing environment with resilience
• Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
• Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems.
• Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte.
• Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviors and attitudes to become more inclusive.