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Divisional CRM Manager - Dynamics 365

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 information

  • Location: Canada
  • Business Area: Information Systems
  • Closing date:

How to apply

Please send your resume to: 

Apply by email

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 

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