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Divisional CRM Manager - Dynamics 365

Role & Reporting Line

Role title: Divisional CRM Manager - Dynamics 365 

Reporting to: Casey White, Divisional IS Manager, Americas

Direct reports: Up to 4

Measures / KPIs

• Lead America’s D365 CRM Competency Centre Team
• Overall responsibility for Spirax CRM Product Life-Cycle Management
• Guidance on technical direction of Americas CRM & related 3rd Party applications
• Define and update Americas CRM-related standards
• Prioritize Activity Backlog
• Provide Reporting on Competency Centre key performance metrics

Relevant Experience

• Proven ‘Hands-on’ experience of D365 CRM Team Management for a multi-Instance, multi-Business Unit implementations
• CRM Customisation exposure inc. developing with HTML5, JScript, JQuery, CSS
• Experience with MS Power BI inc. dashboard development & support
• Experience of MS Visual Studio on-line (TFS) for Solution and Deployment Management
• Familiar with Service Desk Management applications such as Cherwell
• Experience with CPQ Application(s) and associated business processes
• Experience working with Microsoft & Partner relationship management

Qualifications, Skills & Competencies

• Proven Team Leadership and People Management competencies inc. financial management
• Proven written and verbal communication skills
• Microsoft D365 CRM Accreditation - preferably MSCA Dynamics 365
• Hands-on CRM Customisation skills
• Project Management competency – Waterfall & Agile
• ITIL aware

Role Purpose

Lead the CRM Competency Centre for America’s D365 CRM based ‘MVP’ which covers Sales, Marketing, Field Service, After-Sales and Training business functions within an industrial manufacturing business.

Key Accountabilities

CRM Cost Centre budget responsibility

Line management responsibility

Work with 3rd Partner Vendors within Americas Division Re: D365 & CPQ Products

Input to governance of CRM including Development Tools & Standards definition

Key Responsibilities (not limited to those stated)

Team Leadership and People Management

Delivery & Operation - Service Design, Transition, Operation:

• Service Level Management
• Change Management inc. Configuration
• Release & Deployment Management
• Capacity Management
• CRM Application Management inc. CPQ (inc. Quote-to-Cash process understanding)
• Problem Management
• Incident Management

Technical Strategy & Planning:

• Solution Architecture
• Data Management
• Continuity Management
• Emerging Technology Monitoring

Stakeholder Management:

• Sourcing
• Contract Management
• Relationship Management

Advice & Guidance:

• CRM Subject Matter Expert – process and technology specialisms