Job Description
Senior CRM Manager to lead the business adoption, value realisation and continuous improvement of our CRM platform across a national professional services organisation. The role is predominantly business-facing, focused on training, user adoption, stakeholder engagement, and translating business needs into clear user stories for delivery by IT and external partners.
This is not a hands‑on development role and does not involve specific line management of IT or development teams. You will work closely with IT, Marketing, the Business, DevOps and third‑party suppliers to shape priorities and outcomes.
Key Responsibilities
- Own and deliver the CRM strategy and roadmap, ensuring strong engagement and measurable business value.
- Act as the primary business interface for CRM, partnering with Partners, Directors and central teams to understand use cases and translate them into prioritised user stories.
- Lead training, change and adoption programmes, driving consistent usage and best practice across the firm.
- Monitor adoption, data quality and benefits realisation; identify opportunities for improvement and optimisation.
- Oversee CRM initiatives and enhancements, working through established DevOps processes with IT and vendors.
- Ensure CRM data is captured, governed and used in line with GDPR and firm policies.
- Enable high‑quality reporting and insights to support marketing, BD and leadership decision‑making.
- Lead CRM data migration and rollout activities linked to acquisitions.
Role Expectations
- Primary responsibility for the budget and team members supporting Microsoft Dynamics CRM.
- Lead relationships as influencer, collaborator and trainer with IT, all Business Pillars and Marketing, to understand, prioritise, translate, oversee development of and demonstrate value from CRM development.
- Primary managerial responsibility for delivering business value from CRM activity.
- Over one to two years, lead the CRM to be an indispensable daily reference and the exclusive platform for Marketing activity.
Qualifications
- Professional services background with senior stakeholder exposure.
- Strong experience with Microsoft Dynamics CRM.
- Proven experience working within DevOps delivery models (backlog, user stories, prioritisation, releases).
- Track record of leading training, adoption and change for enterprise systems.
- Experience translating complex business needs into clear, actionable requirements.
Skills and Attributes
- Commercially minded with strong analytical and problem‑solving skills.
- Excellent communicator and influencer at Partner and Director level.
- Highly organised, able to manage multiple priorities and national initiatives.
- High integrity, ownership and attention to detail.
Equal Opportunities
We are committed to fostering an inclusive, equitable, and diverse culture for our people. We maintain an Equal Opportunities Policy, ensuring that recruitment and employment decisions are based solely on the skills and experience required for our professional services – regardless of ethnicity, race, sexual orientation, disability, or any other protected characteristic. We believe every individual should have the opportunity to thrive.
#J-18808-Ljbffr…