Job Description

Our leading development client is seeking a Functional Lead specialized in CRM to spearhead the conceptualization, development, and deployment of CRM solutions (specifically Microsoft Dynamics 365 Sales and Field Service Management) across their business units and sales teams.

In this role, you will collaborate closely with stakeholders to comprehend their needs and objectives, crafting tailored CRM solutions that harmonize with their strategic direction. Your responsibilities will encompass ensuring seamless integration with SAP and other enterprise systems, alongside upholding standards and policies regarding scalability, security, and compliance.

Key Responsibilities:

• Lead the end-to-end process of functional analysis, design, configuration, testing, and deployment of CRM solutions.
• Direct application design aligned with business processes and requirements.
• Engage with business process leads and end users to gather, validate, and document project and enhancement requirements.
• Facilitate coordination among Solution Architects, CRM technical teams, SAP teams, and other IS teams to ensure seamless integration and interoperability.
• Provide comprehensive training, support, and guidance to CRM users and administrators, resolving any issues or incidents promptly.
• Monitor and assess CRM performance, usage, and adoption, offering feedback for continuous improvement.
• Keep abreast of CRM trends, technologies, and best practices, implementing innovations for optimization.
• Collaborate with internal application security teams to maintain appropriate access roles and permissions.
• Conduct Unit Testing and System Integration testing, coordinating with QA teams for thorough testing.
• Offer post-rollout support and expertise, adhering to application and IS change management processes.
• Maintain productive collaboration with application support/implementation vendors and participate in audits as required.
• Exhibit strong multitasking abilities, managing multiple projects concurrently.
• Foster an inclusive culture promoting equity, diverse perspectives, and career progression.

Qualifications:

• Bachelor's Degree in Computer Science or related field
• Minimum of 5 years' experience in CRM functional analysis, design, and implementation, particularly with Microsoft Dynamics 365 Sales and Field Service Management.
• Thorough understanding of CRM business processes, functionalities, and best practices, especially in sales, customer service, and field service management.
• Proficiency in integrating CRM solutions with SAP and other enterprise systems using various methods and tools.
• Strong decision-making, analytical, troubleshooting, and communication skills.
• Excellent presentation and interpersonal skills, with the ability to communicate effectively with diverse audiences.
• Exceptional problem-solving abilities and capacity to manage multiple tasks in a fast-paced environment.
• Capability to work independently, lead teams, and mentor other CRM team members.

• Certification in Microsoft Dynamics 365 Sales and/or Field Service Management