Functional Consultant – CRM

About the role

KPMG is looking for a Functional Consultant specialized in Customer Relationship Management (CRM) 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 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.
• Provide UAT support, prepare test cases and track defects.
• Prepare client presentations and project documentation.
• Support change‑management and training activities as needed.

Required profile

• Bachelor’s degree in Business, Information Systems, Engineering or a related field.
• 1–5 years of experience in CRM, digital transformation, business analysis or consulting.
• Basic understanding of Microsoft Dynamics 365, Salesforce or ServiceNow.
• Strong analytical, documentation and stakeholder‑communication skills.
• Experience working in a Big 4 offshore hub is required.

Required skills

• Microsoft Dynamics 365
• Salesforce
• ServiceNow
• Microsoft PowerPoint, Excel and Word
• Visio for process mapping