Functional Consultant - CRM

About the role

KPMG is looking for a CRM Functional Consultant to join its Customer Solutions practice. The role focuses on translating business requirements into CRM‑enabled processes that improve customer experience and optimise business operations. You will work under the guidance of senior consultants across platforms such as Microsoft Dynamics 365, Salesforce and ServiceNow.

Key responsibilities

• Support requirement‑gathering workshops and stakeholder interviews.
• Document business processes, user stories and functional specifications.
• Assist in converting business needs into CRM functional requirements.
• Participate in CRM solution design discussions under senior supervision.
• Contribute to CX journey mapping and process‑improvement initiatives.
• Support testing activities, including UAT, test‑case preparation and defect tracking.
• Prepare client presentations and project documentation.
• Assist with change‑management and training activities as needed.

Required profile

• Bachelor’s degree in Business, Information Systems, Engineering or a related field.
• Basic understanding of CRM platforms such as Microsoft Dynamics 365, Salesforce or ServiceNow.
• Knowledge of customer experience (CX) and business‑process concepts.
• Strong analytical and documentation abilities.
• Proficiency with Microsoft Office (PowerPoint, Excel, Word).
• 1–5 years of relevant experience in CRM, digital transformation, business analysis or consulting.
• Prior experience in a Big 4 offshore hub is required.

Required skills

• Microsoft Dynamics 365
• Salesforce
• ServiceNow
• Microsoft Office (PowerPoint, Excel, Word)
• Visio for process mapping
• Arabic language
• English language