CRM Business Consultant

About us

At STIHL, we believe that people are the foundation of our success. As a family-owned company with nearly a century of heritage, we've grown into a globally recognized brand by staying true to our values: innovation, quality, and customer focus. Since pioneering the first electric chainsaw in 1926, STIHL has remained at the forefront of the forestry and outdoor power equipment industry, driven by cutting-edge technology and a deep commitment to service excellence.

About the Role

STIHL Business Services is looking for a proactive CRM Business Consultant to join our Global CRM landscape. In this role, you will act as a key partner contributing to a globally aligned CRM landscape, by shaping, and continuously improving CRM Sales and Service modules.

You will combine consulting expertise, process understanding, and system knowledge to drive CRM adoption, operational stability, and innovation, including the integration of new AI-driven possibilities within the CRM environment.

You’re a Great Fit If You:

• You have several years of experience in CRM consulting (ideally with Microsoft Dynamics 365), operations, or business application support, in a similar environment.
• You have a solid understanding of CRM Sales and Service processes and how they translate into system design and user adoption.
• You are comfortable acting as a trusted advisor to business units, proactively consulting on process improvements and CRM usage.
• You have experience delivering CRM trainings, workshops, or user enablement sessions.
• You are familiar with 2nd level application support, ideally in a ServiceNow or comparable ticketing environment.
• You possess strong analytical and conceptual skills, with the ability to translate business demands into feasible CRM solutions.
• You value documentation, knowledge sharing, and structured ways of working
• You communicate confidently in English (German is a plus).
• You enjoy working in a cross-functional, international environment with diverse stakeholders.

What You Will Do:

• You will be part of Global Digital Solutions contributing to a globally aligned CRM landscape.
• You will provide proactive CRM consulting to different regions, with a focus on Sales and Service modules.
• You will support and conceptualize CRM processes in alignment with governance, standards, and best practices.
• You will organize and deliver CRM training, including onboarding of new key users and enabling them for new functions.
• You will host and coordinate monthly CRM webcasts to share updates, enhancements, and best practices.
• You will support and coordinate CRM rollouts, including the Service Module, when required.
• You will ensure stable CRM operations, provide 2nd level support and coordinate issue resolution with IT teams.
• You will act as a central contact for regional and country support, including ad hoc training and consulting requests.
• You will maintain and expand CRM knowledge management, including documentation, guides, and process descriptions.
• You will identify and integrate new AI-driven possibilities within the CRM to enhance user experience and efficiency.
• You will organize and facilitate best practice sharing across regions and business units.
• You will support data imports and data quality activities within the CRM system.
• You will manage demand management activities, including demand intake, prioritization, and feasibility checks.
• You will focus on prioritizing Regional demands, ensuring transparency and alignment with global CRM objectives.

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