Overview

We are seeking an experienced Microsoft Dynamics CRM Functional Lead for one of our clients to take ownership of solution design, implementation, and optimisation of Microsoft Dynamics CRM across business units. This role requires a solid mix of functional expertise, stakeholder engagement, and leadership skills to ensure seamless delivery and adoption of CRM solutions that align with organisational goals.

Key Responsibilities
Lead end-to-end functional delivery of Microsoft Dynamics CRM projects, from requirements gathering to go-live and post-implementation support.
Conduct workshops with business stakeholders to understand, analyse, and document functional requirements.
Translate business needs into functional specifications and work closely with technical teams for solution design and customisation.
Configure Dynamics CRM modules including Sales, Customer Service, Marketing, and Field Service.
Define business process flows, workflows, dashboards, and reports within CRM.
Manage UAT (User Acceptance Testing) process, ensuring deliverables meet business expectations.
Provide guidance and mentorship to CRM team members, including functional consultants and business analysts.




Collaborate with development teams to oversee integration of CRM with other business applications.
Monitor system performance and identify opportunities for optimisation and automation.
Stay updated on Microsoft Dynamics 365 roadmap, features, and industry best practices.

Skills & Experience
7+ years of experience in Microsoft Dynamics CRM / Dynamics 365 CE functional roles.
Proven experience in leading CRM implementation and upgrade projects.
Robust knowledge of CRM modules (Sales, Customer Service, Marketing, Field Service).
Ability to map business requirements to CRM functionality effectively.
Experience in creating functional design documents, test scripts, and training material.
Excellent communication and stakeholder management skills.
Strong problem-solving and analytical abilities.

Preferred:
Microsoft Dynamics 365 Functional Consultant certification(s).
Experience with Power Platform (Power Apps, Power Automate, Power BI).
Exposure to integration tools and middleware.
Experience in Agile or hybrid project delivery settings.

Seniority level
Mid-Senior level

Employment type
Full-time

Job function
Information Technology

Industries
IT Services and IT Consulting
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