CRM Specialist

Are you a CRM expert with a passion for driving digital transformation?

We’re looking for a dynamic and forward-thinking professional to help shape the future of our workplace.

Join our Digital and Data team, where we’re harnessing the power of Microsoft technologies to revolutionise how we work. As our CRM Specialist, you’ll take ownership of our Microsoft Dynamics 365 environment - leading its development, optimising its performance, and becoming the go-to expert for all things CRM.

This role is pivotal as we kick off an exciting new project: implementing a Microsoft 365 Dynamics-based Contact Centre. Your expertise will be crucial in delivering a seamless, innovative solution that enhances customer engagement and streamlines operations.

If you're ready to make a real impact and thrive in a collaborative, tech-driven environment, we’d love to hear from you.

Please note, this is a 2-year fixed-term contract.

What will you be doing?

• Assist in the development of a CRM strategy in line with the Digital and Data to drive change throughout the business and its partners.
• Focus on our new Dynamics Contact Centre project.
• Manage the delivery of the CRM services on our platform (Dynamics 365).
• Migrate legacy systems and data into the CRM platform.
• Work with the business to transform operations into an optimised CRM platform.
• Develop a “single view of the customer” ensuring data from corporate systems is visible to CRM users using integrations, APIs and other technology.
• Define and manage security within the CRM.
• Recommend improvements to existing processes and products and working with business teams to achieve their outcomes.
• Identify and manage risks, issues, dependencies and opportunities for CRM services.
• Work closely with Architects to ensure we comply with all relevant requirements, capturing all relevant data and further develop the architecture to support at an enterprise level.
• Working with Cyber Security and the Data Protection Officer to ensure that we are meeting required standards implementing tools that monitor and enforce policies.
• Work with external suppliers and agencies in implementing solutions utilising best practice and compliance with WMCA standards and policies.
• Work with new and emerging CRM technologies to provide a modern, scalable CRM architecture.

• Educated to degree level or equivalent in an IT discipline.
• Experienced in the Microsoft Dynamics space.
• Skilled in transforming a business into data-driven customer-centric organisation.
• Experience with Dynamics 365 and other CRM platforms would be advantageous.
• Alignment of CRM architecture against enterprise standards and principles.
• Experience in Dynamics Contact Centre is highly desirable for this post.

Location.

The location for this role is 16 Summer Lane, Birmingham, B19 3SD
with 1-2 days a week spent in the office, subject to managers discretion/ business requirements.

How to apply.

Applying for a role with WMCA is straight forward. Follow these steps to get started.

Anonymised Applications.

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Reasonable adjustments.

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