EY Business design - Salesforce functional consultant -Manager 

India, Karnataka, Bengaluru 

550169691

Position Summary

• This is a role in Global Delivery Services (GDS) – Business Consulting – Customer
• The role is for an experienced hands-on functional consultant to be functional expert or Business Analyst with the good understanding of CRM systems / customer service
• The ideal candidate should be working in the CRM / Customer Service / Pricing domain and should have healthy functional experience in digital transformation programs.
• The ideal candidate should have good customer facing experience and should have experience of being a product owner/Business Analyst.
• Strong analytical skills and attention to detail, while staying focused on the big picture
• Excellent verbal and written communication skills; strong presence in front of senior executives

Essential Job Functions

• Act as a trusted advisor in understanding and analysing client's business requirements, customer experience needs and aspirations and enabling clients to understand the Art-of-the-possible for CRM Transformations in Marketing, eCommerce, Sales, Service etc.
• Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints.
• Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
• RFP/ RFI & Proposals: Own and lead writing and responding to winning CRM transformation.
• Should have strong expertise in creating client presentations of top quality and should have strong command on story telling.
• Should have expertise in creating process maps, process flow charts, process benchmarking, writing detailed user stories, identifying gaps in the process and creating recommendations.
• Should have expertise in CX Journey design, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
• Understand the customer business requirements and articulate them in the form of user stories, business requirement documents
• Act as a liaison between the business client and technical team by planning, conducting, and directing the analysis of complex business problems
• Support client’s organizational transformation goals by understanding the operational current state, future state and business values; helping to define and drive business solutions to meet the transformation goals
• A proven track record in delivering a suite of business function (sales/service/marketing/pricing) planning and transformation consulting services.
• Experience with conducting client workshops and interviewing client stakeholders, understanding the as-is sales and service processes, creating process maps, doing the gap analysis, coming up with recommendations for improvements, understanding the customer requirements and are responsible for analysing and defining how the solution addresses the requirements.
• Creating a detailed business analysis, outlining problems, opportunities and solutions for a business. Strong Analytical skills required, including a thorough understanding of how to interpret customer business needs, analyse and translate them into requirements.
• Creating / contributing to the creation of new services, tools and materials to be more successful on the market
• Achievement of ambitious targets for growth, utilization, and operational excellence and consistent implementation of EY policies and tools to enable these priorities while supporting the engagement of our people
• Involvement in people initiatives including recruiting, retaining and training professionals and act as a role model
• Analyse and provide input on the methodologies and frameworks to be used during the requirement and execution of projects
• Lead requirements elicitation sessions to understand business problems
• Determine the gaps between requirements and product functionalities and define workable solutions to bridge the gaps
• Be part of a scrum team and help Product Owner in Sprint Prioritization
• Work directly with all levels through to senior management across the organization and be considered as a high-level expert
• Engage at the pre-sales stage to ensure the business drivers are understood and that the solutions proposed are targeted to help meet the business value / KPI’s indicated
• Experience leading a business requirement process with both technical and business partners
• Provide consulting relating to CRM and customer services domain
• Drive and help execute Strategy by understanding the best mix of technologies and platforms
• Working closely with the Development Team during the Implementation to ensure close monitoring and adherence to the Design
• Ensuring successful Solution platform adoption by working closely with the Enterprise customers

Technical Skills/Tools Requirement

• Salesforce (SFDC / SFMC)
• Salesforce Business Analyst Certified is a must
• Certification in one or more Salesforce clouds (Sales / Service / Industry clouds)

Essential

• Proven expertise of CRM and customer service
• Passionate about data-driven transformation and using data to inform decisions
• Enthusiastic and self-motivated, with the ability to lead projects proactively
• Meticulous attention to detail, with an overall passion for continual improvement
• Credible and articulate, with excellent communication, presentation, and interpersonal skills
• Ability to interact with stakeholders at all levels of seniority
• Experience in managing cross border stakeholders
• Highly enthusiastic in learning new technologies that support the fast-changing digital marketing technologies

Desirable

• Understanding sector challenges and trends
• Have experience in any one of the sectors like Consumer Products, Retail, Telecom, BFSI, Life Science or manufacturing

Supervision Responsibilities:

• Must be able to work independently, complete multiple tasks and meet deadlines in a fast-paced changing environment.
• Act as a resource for colleagues with less experience, including coaching and training

Other Requirements:

• Flexibility in working hours to accommodate multiple time zones as needed
• Overtime, as needed to meet deadlines.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.