About this role
Project description
Customer is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition and ensure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). This role focuses on what Customer needs the CRM to do, not how Salesforce or Microsoft does it.
Responsibilities
Business & Process Assessment:
Lead workshops with Corporate and Investment Banking stakeholders to capture:
- Relationship management needs
- Client onboarding journey
- Credit lifecycle touchpoints
- Deal and pipeline tracking
- Servicing, complaints, and SLAs
- Client communications and interaction history
- Document current-state pain points and target-state expectations.
Functional Scope Definition:
Build a functional requirements catalogue that is:
- Platform-neutral
- Prioritized (Must / Should / Could)
- Written in measurable, testable language
- Define user personas, roles, and service volumes.
- Clearly document scope boundaries and assumptions.
Customer & Service Journey Design:
- Define end-to-end journeys and key business flows.
- Capture SLA and escalation requirements.
- Define operational KPIs and reporting expectations.
RFP Authoring & Vendor Evaluation Support:
- Draft the functional sections of the RFP.
- Define demo scenarios that vendors must follow.
- Support evaluation of vendor responses from a business capability perspective.
- Identify functional gaps, risks, and process impacts.
Change & Adoption Considerations:
- Identify organizational and process change implications.
- Outline training and adoption needs.
- Highlight dependencies on policy, governance, or operating model.
Reporting & Outputs:
- Functional requirements pack
- Process and journey documentation
- Demo scripts and scoring criteria
- Functional gap and risk log
- Input into final assessment recommendation
Skills
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Must have
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Need a strong functional CRM consultant with 10-15 years of experience.
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Strong CRM functional background (banking/CIB preferred).
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Experience in requirements structuring.
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Experience running vendor or platform assessments.
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Strong workshop facilitation and stakeholder engagement skills.
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Key Skills
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Business Process Design
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CRM Functional Expertise (platform-neutral mindset)
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Banking / CIB Domain Knowledge
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Requirements Capturing and Structuring
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Vendor Evaluation Support
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Stakeholder Facilitation
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Analytical Documentation
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Nice to have
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NA
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Other
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Languages
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English: C2 Proficient
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Seniority
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Senior
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Abu Dhabi, United Arab Emirates
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Req. VR-125702
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Other Packaged Software
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BCM Industry
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26/10/2026
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Req. VR-125702