Senior CRM Product Manager

The Sales and Marketing team are recruiting for a Senior CRM Product Manager. The Senior CRM Product Manager is accountable for the day-to-day product leadership of the firm's CRM platform built on Microsoft Dynamics 365, ensuring it delivers commercial value, supports adoption of the firm's sales methodology, and enables growth priorities through consistent usage, reliable data and fit-for-purpose capability. A core expectation of the role is operational performance management of the CRM product.

The Senior CRM Product Manager will run a monthly product performance cycle and provide a clear BAU performance pack to the Product Owner and key stakeholders, covering adoption, usage and data discipline, service performance, backlog health and delivery velocity, release quality, and improvement actions. In this role you'll:

• Partner with the Product Owner to shape the CRM product vision and translate it into a clear roadmap and quarterly delivery plan.
• Establish and run a cross-functional taskforce to schedule delivery backlog and manage trade-offs.
• Partner with the D365 Solution Manager/Tech Lead on sprint planning, releases and governance.
• Own the operational performance of CRM as a product and provide monthly product performance pack.
• Sponsor adoption strategy with CRM Business Operations: training plans, guidance, usage standards and targeted interventions.
• Partner with the Data Office to align data standards and ensure data quality improvements are prioritised alongside feature delivery.
• Represent CRM across the wider ERP/Product Network and coordinate shared change planning where required.
• Lead and develop the CRM Business Operations team, building clear ways of working and continuous improvement.
  Significant CRM product management or senior CRM leadership experience in a complex organisation.
• Strong Microsoft Dynamics 365 expertise and ability to translate commercial needs into product decisions
• Proven ability to run structured delivery governance with technical teams (sizing, sprint/release, testing).
• Strong operational mindset: able to manage BAU performance, reduce recurring issues, and improve service reliability.
• Strong stakeholder influence; able to prioritise and challenge constructively in demand>capacity contexts.
• Experience improving adoption, data quality and measurable value of CRM.
• Experience partnering with a Data Office and enterprise governance beneficial.
• Experience in professional services / partnership-led organisations beneficial.

• Microsoft Dynamics 365 (CRM)
• Backlog and delivery tooling (e.g., Azure Dev Ops)
• Demand intake tooling (e.g., Service Now / )
• Reporting (Power BI) and enterprise analytics platforms

We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We work with the companies that are Britain's economic engine - ambitious, entrepreneurially-spirited and high-growth businesses that fuel the economy - and directly advise the owners and management teams that lead them. We'll broaden your horizons Our Sales and Marketing team is being reshaped to directly support BDO's growth ambitions.

We're building a high-performing function that is proud of its technical skills, reliable in delivery, and outcome-led in how we prioritise and execute. You'll join a team big enough to offer diverse roles and opportunities, big priorities and commercial challenges, yet personal enough to ensure you're supported and empowered from day one. Here, we think beyond activity. You'll bring ideas, fresh thinking and help shape how we deliver campaigns, insights and engagement across the business.

Working closely with internal clients, you'll deepen your understanding of…