CRM Functional Lead

Location: Melbourne CBD, Victoria Salary: competitive
Sector: IT Type: contract

Im Currently looking for a CRM Functional Lead for a 6 months contract with a key client with this role based in Melbourne CBD starting within the next 2-3 weeks.

Please see below accountability's for this role:

  • Support and participate in agile planning events (PI Planning).
  • Leverage expert-level product knowledge in SAP CRM to determine the most appropriate approach and solution for given business requirements/user stories.
  • Define the SAP CRM solution design and review solution designs by other team members. Ensure overall functional and technical quality of the solution.
  • Ensure that the solution design meets functional and non-functional requirements and aligns with the overall Solution Architecture as well as with LDD architectural and design standards & guidelines.
  • Actively support the build, test and documentation of the SAP CRM solution.
  • Ensure all solutions developed follow technical build, test and documentation standards and guidelines.
  • Contribute to other activities required to complete the deliverables of sprints in a true agile / SCRUM engagement, such as backlog refinement and sprint planning ceremonies.


  • Expert level skills in designing and configuring end to end customer service processes in SAP CRM, with specific experience in Interaction Center.
  • Strong analytical skills, attention-to-detail, technical writing skills.
  • Ability to prioritise work effectively.
  • Ability to adapt to a changing environment & dealing with ambiguity.


  • In-depth understanding of customer service processes and best practices for setting up SAP CRM Interaction Center service, telesales, and claims.
  • In-depth knowledge of SAP CRM master data and integration with SAP ECC for cross-application business processes.
  • Detailed knowledge of SAP CRM multi-channel integration of communication management software (CTI, email, chat).
  • Business/IT degree qualifications; SAP functional certification in SAP CRM highly regarded.


  • 5+ years' experience as an SAP CRM Functional Lead Consultant.
  • Track record of implementing SAP CRM Interaction Center and service processes
  • Experience with agile methodologies like SCRUM highly desirable.

For me information on this role please speak to Jamie Hanlon at Progressive IT.

To find out more about Progressive Recruitment please visit our website.

Award Winner for:

Best Medium Recruitment Company of the Year by Recruitment International 2018

Training & Development Initiative of the Year by Recruitment International 2018