Customer Relationship Manager

Aditya Birla Group

Job Description:
Job Purpose: The SME SAP Sales and Distribution and Customer Relationship Management tool application in Chemical business is responsible to provide process and tools related subject matter expertise for SAP SD (Sales and Distribution) and CRM (SAP / SFDC). Chemical business runs SAP as transaction processing system globally. Currently business has 3 instance of SAP. Chemical business has multiple SBU across different legal entities globally and is in growth phase. There is increased demand to have system generated reports / MIS, maximize SAP usage, improve quality of product and services and reduce time to introduce new roll-outs. Also, business is planning to implement tool to connect Customers and to provide access of information to sales staff over mobile / portal.

Key challenge for this role will be to provide solution on common IT platform addressing needs of all SBU with focus on consolidation and simplification.

Key Result Areas/Accountabilities
Supporting Actions
Support to routine issues (SD and CIN)
Provide support on routine issues of SD and CIN.

-Perform break/fix analysis and implement solution for Procurement and WM related processes. – Work with service desk team (3rd party) to facilitate incident and problem resolution. – SLA adherence and reporting on periodic basis. – Monthly review with each SBU / Unit, prepare action plan for gaps. – Conduct Training as per Training calendar.
To improve process efficiencies, to reduce manual work (SD and CRM)
Work closely with each SBU, Identify process gaps and prepare business case. – To implement Change in business processes (Export documentation, Trading, Freight accounting, Shipment costing, customer complaint etc…) – Conduct configuration changes to accommodate change request and prototype activities. – Develop and Demonstrate proof of concepts. – Automate Alerts / Reports (SAP or non-SAP) in line with business policy. – Develop functional specification and work with BASIS and ABAP team to complete development and testing. – Track usage.
SAP Implementation and Roll-out (SD and CRM specific processes)
Participate in requirement gathering. – Documenting Business Process and getting is signed of by business process owner. – Configuration with / without support of 3rd party. – Training to Core team. – Conducting testing along with Core team. – Data Migration and Cut-over planning. – Training to End users.
SOP / controls Implementation and Review (SD and CRM processes)
To implement controls as per Company SOPs in SD and CRM domain. – To implement IT controls (SOD, BASIS related controls) in line with SOX – Review every Qtr and publish scorecard and agree for next steps
Implement CRM
Prepare business case – Technology selection along with core team. – Drive end to end implementation of CRM.
Continual improvement
Keep abreast of SAP releases, enhancements / new functionality and perform application research. – Participate in release upgrade or new functionality / enhancement assessments, conduct impact analysis, Prepare business case and make recommendation. – Research and propose both short and long term solutions to SAP system requirements (eg: Fiori app / Personas) – Work closely with Group IT and technology partners to identify Best Practice in SD and CRM domain and Implement the same. – Develop functional specification and work with BASIS and ABAP team to complete development and testing


Location: Worli, Mumbai

Education qualification: Bachelor’s degree in Compute Science, IT

Key deliverables:  To work closely with internal stakeholders to Analyze, deliver, maintain, troubleshoot and enhance functionality in SAP SD and CRM domain on daily basis and carryout continual improvement. – Provide Routine support to business users – Roll-out SAP within locations of Chemical business. – To coordinate and deliver solutions for enhancement requests, deployment project, pre-deployment assessment. – To improve SAP usage across divisions of business, through regular training and reviews. – To own and implement end-to-end functionalities relevant to business in area of SD and CRM for Chemical Business globally



Bachelor of IT,B.C.A (Hons)

Minimum Experience Level:
6-10 Years

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