SAP CRM | Microsoft D365 Consultant | Project Manager

Strengths:

• CRM project management and consulting focused on international implementations and integrations in complex technical and business environment
• Support in CRM implementation with focus on technical (integrations, data, dependencies, cutover) and business aspects (business engagement, tests, trainings, communication, change management and adoption)
• Business processes analysis for new requirements and existing challenges, requirements collection, solution architecture modelling and specifications
• Test management set up and execution in complex environments, planning timeline, resources, test scenarios, test data, test results reporting, triage process set up
• Active involvement in the master data and transactional data migrations and data quality improvement programs
• Preparation and execution of cutover plans, rollouts and system upgrades parallel for multiple countries
• Support processes set up and monitoring, experienced with ITIL processes and tolls like Jira/Confluence, Azure DevOps, HPQC, SAP Solution Manager
• Projectmanagement: SAP CRM, C4C, CX, ERP SD and  Microsoft Dynamics 365 CRM, agile und waterfall approaches depends on project situation, SAFe and PRINCE 2 certificates

Key Roles:
•    CRM Consultant, 18 years, over 10 implementation cycles: business requirement gathering, blueprint, kick off and awareness sessions, trainings, functional/technical specifications, managing implementation, testing, defect fixing, transports, cutover, rollouts, hyper care transfer to support organization
•    CRM Project Manager/Rollout/Test/Support Manager – 8 years on SAP, 2,5 year on Microsoft projects – CRM design and build for new lines of business, functional/technical specifications, test planning organizing and monitoring results, defect management, transports, rollouts, hyper care, transition to support organization; Groupware Integration (Lotus, Microsoft Outlook), 3rd parties tools – managing full project cycles 5-10 rollouts, commonly 3-5 countries in the rollout, currently involved in the rollout of 18 countries per wave, template based  global rollouts, localization
•    CRM Program Manager – 1 year at Coca-Cola HBC with accountability for 2 from top 5 global strategic projects involving multiple departments and multiple vendors (CRM, Order Management) with the budget in mln EUR and parallel involvement in remaining strategic projects

Functional & Technical skills:
SAP CRM, C4C, CDC, CX (On Premise and Cloud) – 18 years

• Consulting, Project Management, Test Management, Rollout Management, Change Management, Support
• Customer and contact data management in B2C and B2B scenarios, Vendor and employee data and integration, involvement in multiple customer data migrations, familiarity with GDPR/DSGVO topics
• Marketing und TPM: Segmentation, Campaign Management, E-Mail integration, Loyalty programs with cards and points, Payback integrations with 3rd party systems via SAP PI and CPI, SAP CRM - Emarsys integration and bug fixing
• Sales: activities, opportunities, offers, orders, invoices, contracts, pricing technic, print outs, integration
• E-Commerce: mobile applications, online shops for products and services
• Customer Service: Call Center integrated with 3rd party infrastructure, E-Mails und service request routing, Omnichannel concepts
• Field Service: IBase, IObjekt, work planning for technical field personnel, integration with mobile applications
• WebClient UI: Customizing und basic ABAP functions analysis for corrections and system adjustments
• SAP GUI: Customizing, Jobs, BDocs, IDocs, Middleware, Groupware, integration, authorization, archiving

Microsoft Dynamics 365 CRM – 2,5 years

• CRM Project Manager at PUMA Europe – customer data and sales processes, integrations
• CRM D365 Program/Project Management at Coca-Cola HBC –Customer data, Marketing, Sales, Customer Service, integrations, Order Management integration, stakeholder management, vendor management, budget management
• Rollouts, communication, change & adoption management
• Test Management, Cutover
• 6 Microsoft Certificates: Azure Fundamentals (AZ-900), Azure Data Fundamentals (DP-900), Azure AI Fundamentals (AI-900), Azure Security Fundamentals (SC-900), CRM Microsoft Dynamics Fundamentals (MB-910); Microsoft Dynamics 365 Marketing Functional Consultant

SAP ERP:

• SD, PS, MM – Sales and Campaigns
• HCM und FI-CO - selected features

SAP BI/Power BI:

• Data Warehouse, Reporting, SEM/BPS, ERP and CRM Data extraction into BI (ELT)

SAP PI und CPI – selected integration topics related to:

• SAP CRM und SAP Module ERP SD PS, SAP BI, HR/HCM
• Integration with 3rd systems like Emarsys (2 projects SPAR, Globus), Marketo, Dreammail, Cheetahmail, Office 365 Outlook, Dynamics 365 CRM, IBM Lotus Notes, Thunderhead, Streamserve, Genesis

Project Management tools: 

• SAP Solution Manager; Azure DevOps, Jira/Confluence, Service Now