Senior / Lead CRM & Loyalty Consultant

dentsu Austria

Senior CRM Consultant leading CRM strategy implementation to enhance customer relationships and drive business growth. Collaborating with clients for digital transformation across multiple industries.

Posted 7/7/2026full-timeBelgrade • 🇷🇸 SerbiaSeniorWebsite

Tech Stack

Tools & technologies

Sitecore

About the role

Key responsibilities & impact

Responsible for advising and leading the implementation of CRM strategies, optimizing CRM systems, and ensuring they align with business objectives to enhance customer relationships and drive business growth.
Develop and implement CRM strategies that align with business goals and drive customer engagement.
Oversee complex CRM projects, ensuring completion on time and within budget.
Work closely with senior management and other stakeholders to ensure CRM solutions meet business needs.
Continuously refine and optimize CRM systems based on evolving business requirements and feedback.
Lead consulting projects focused on enhancing capabilities for clients in the CRM Domain.
Take responsibility for significant project components and contribute to larger initiatives.
Advise clients on their digital roadmap and identifying value generation opportunities.
Act as a mentor for junior consultants and analysts.
Develop recognized expertise in multiple relevant technologies or topics.
Manage business backlog items and drive prioritization through value generation.
Act as a subject matter expert in client pitches and business development activities.
Conduct requirements engineering and create functional specifications for solutions based on platforms like Adobe, Salesforce, Microsoft Dynamics & Sitecore.
Document and manage functional/non-functional requirements through various techniques.
Define and enhance industry-specific business processes.
Support and consult customers throughout their digital projects, ensuring the best possible customer experience.
Build the business bridge between internal stakeholders and client stakeholders.
Collaborate closely with development, UX/Design, and content teams.
Prepare and facilitate client workshops for idea creation and requirements engineering.
Stay updated on digital trends and understanding their impact on clients’ businesses.

Requirements

What you’ll need

CRM Platforms Expertise in multiple CRM platforms, with experience in large-scale implementations.
Databases Proficiency in database knowledge, primarily for understanding data structures in CRM projects.
Industry Specialization Provides cross-industry expertise, with experience in global or highly regulated industries.
CRM Configuration & Optimization Configures CRM workflows, automation, and best practice implementations.
Stakeholder Engagement Manages C-level stakeholders, aligning CRM initiatives with business growth and digital transformation.
Project & Change Management Leads enterprise-wide CRM implementation projects, change management, ensuring stakeholder alignment and adoption.
Data Analytics & Reporting Leverages predictive analytics and AI-driven insights for strategic CRM enhancements.
CRM Training & Documentation Leads CRM adoption programs, ensuring best practices and user engagement.
Business Process Mapping Leads business process re-engineering, aligning CRM with strategic business goals.
CRM Strategy & Roadmap Defines long-term CRM roadmaps, transformation strategies, and global implementations.

Benefits

Comp & perks

Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options.
Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member’s unique perspective is valued, and everyone is welcome.
Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation.
Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale.
Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies.
Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact.
Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes.
many more attractive benefits are waiting for you, for more details regarding additional benefits, please ask your recruiter.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CRM Strategy & RoadmapBusiness Process MappingCRM Training & DocumentationRequirements EngineeringFunctional Specifications

Soft Skills

MentoringCollaborationStakeholder Alignment