CRM Senior Specialist

## Join Us At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact. ## Role Purpose The CRM Senior Consultant is responsible for analyzing business requirements, designing, configuring, and implementing Customer Relationship Management (CRM) solutions that support sales, marketing, customer service, and field service processes. The role ensures CRM solutions are aligned with business objectives, enterprise architecture standards, data governance policies, and industry best practices. The CRM Consultant works closely with business stakeholders, solution architects, developers, and project managers to deliver scalable and user-centric CRM platforms. ## Job Profile CRM Solution Design & Implementation • Gather and analyze business requirements related to customer engagement, sales, service, and marketing. • Assess CRM maturity and business processes: run discovery workshops, map customer journeys, and produce prioritized roadmaps. • Configure CRM solutions, workflows, forms, dashboards, and business rules. • Design and document functional specifications and user stories. • Support integration with ERP, billing, contact center, and third-party systems. • Participate in testing, deployment, and post-go-live support. • Recommend process improvements and CRM optimization opportunities. • Implementation and configuration: configure objects, workflows, automation, forms, and UI; develop customizations when needed. • Integration and data migration: plan and execute migrations, ETL/ELT, and integrations with ERP, marketing automation, and analytics platforms. • Change management and adoption: create training, run user acceptance testing, and drive adoption through role based enablement. CRM Solution Design & Implementation • Gather and analyze business requirements related to customer engagement, sales, service, and marketing. • Assess CRM maturity and business processes: run discovery workshops, map customer journeys, and produce prioritized roadmaps. • Configure CRM solutions, workflows, forms, dashboards, and business rules. • Design and document functional specifications and user stories. • Support integration with ERP, billing, contact center, and third-party systems. • Participate in testing, deployment, and post-go-live support. • Recommend process improvements and CRM optimization opportunities. • Implementation and configuration: configure objects, workflows, automation, forms, and UI; develop customizations when needed. • Integration and data migration: plan and execute migrations, ETL/ELT, and integrations with ERP, marketing automation, and analytics platforms. • Change management and adoption: create training, run user acceptance testing, and drive adoption through role based enablement. • Solution design and architecture: design CRM data models, integrations, and security/permission models aligned to business goals. Project Management: • Estimate effort and support project planning activities. • Deliver assigned workstreams within agreed scope, schedule, and quality targets. • Maintain project documentation and configuration records. • Support user acceptance testing and issue resolution. • Proactively identify opportunities for continuous improvement in CRM delivery processes. Stakeholder Management: • Collaborate with internal teams and customer stakeholders to ensure effective communication and teamwork. • Support customer engagements, workshops, and technical discussions. • Drive innovation by exploring and adopting modern data platform tools and methodologies. Risk Management: • Identify and mitigate risks throughout the delivery lifecycle. Compliance & Auditing: • Ensure the CRM projects delivery aligns with the relevant regulations, compliance frameworks & industry standards. ## Core competencies, knowledge and experience • 8 - 10 years of experience in CRM consulting and implementation. • Strong understanding of customer lifecycle processes (Lead-to-Cash, Service-to-Resolution, Marketing-to-Lead). • Experience gathering requirements and translating them into system designs. • Knowledge of customer data management and CRM reporting. • Strong analytical, communication, and facilitation skills. • Experience working in Agile and project delivery environments. • Excellent command of English • Data quality & governance: master data management, deduplication, consent management, and GDPR/PDPL awareness. • Project delivery: full lifecycle CRM implementations, agile delivery, UAT, and release management. • Consulting skills: workshop facilitation, requirements elicitation, solution documentation, and client-facing communication. Must have technical / professional qualifications: • Platform expertise: deep hands on experience with Odoo, Salesforce, Microsoft Dynamics 365, or HubSpot; ability to recommend the right platform for client needs. • Functional domain knowledge: sales, service, marketing automation, customer service processes, and customer data management. • Technical skills: strong data modeling, API/integration experience (REST/SOAP), familiarity with middleware (MuleSoft, Azure Logic Apps), and basic scripting (JavaScript, Apex, C#). • Platform certification: at least one of Salesforce Administrator/Consultant, Microsoft Dynamics 365 / Odoo / Functional/Technical, or HubSpot Certification. • Proven portfolio: case studies or references demonstrating CRM design, migration, and adoption outcomes. • Strong SQL and data handling skills; familiarity with integration tools and middleware. • Consulting skills: scoping, proposal writing, client workshops, and stakeholder influence. ## Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity. ## Who we are We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same. Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance. Together we can.