Senior CRM Specialist

Job Description:

Job Summary: We are seeking a highly skilled and experienced Microsoft D365 CRM
Expert to join our team. The ideal candidate will have deep expertise in Microsoft D365
CRM and a proven track record of implementing and optimizing the platform in a global
organization. This role will be pivotal in expanding the functionality of our recently
implemented CRM system, configuring it to meet our evolving business needs,
supporting users, and ensuring the system is leveraged to its full potential.

Key Responsibilities:

1. CRM Configuration & Customization:
o Lead the configuration of Microsoft D365 CRM to align with business
processes and objectives.
o Design and implement CRM workflows, plugins, and custom entities as
needed.
o Collaborate with cross-functional teams to integrate D365 CRM with other
enterprise systems.
2. User Support & Training:
o Serve as the primary contact for D365 CRM-related inquiries and issues.
o Provide ongoing training and support to end-users across all global
subsidiaries.
o Develop user guides, training materials, and conduct workshops to
enhance user adoption.

3. System Optimization & Enhancement:
o Continuously assess the CRM system to identify areas for improvement
and optimization.

o Implement new features and functionalities based on business
requirements and industry best practices.
o Monitor system performance and troubleshoot any issues that arise.
4. Data Management & Reporting:
o Oversee the management of CRM data, ensuring data integrity, accuracy,
and security.
o Develop and maintain custom reports and dashboards to provide
actionable insights to various departments.
o Ensure compliance with global data protection regulations and company
policies.
5. Project Management:
o Lead and manage CRM-related projects, including upgrades, integrations,
and enhancements.
o Coordinate with internal teams and external vendors to ensure successful
project delivery.
o Develop project plans, timelines, and budgets, and report on progress to
stakeholders.

6. Continuous Improvement & Innovation:
o Stay up-to-date with the latest Microsoft D365 CRM features, updates,
and industry trends.
o Recommend and implement innovative solutions to enhance system
capabilities and user experience.
o Work closely with leadership to align CRM strategy with overall business
goals.
Qualifications:
 Bachelor’s degree in Information Technology, Computer Science, Business
Administration, or a related field.
 Minimum of 5-7 years of experience working with Microsoft D365 CRM, with a
strong understanding of its core modules.
 Proven experience in configuring, customizing, and optimizing D365 CRM in a
global enterprise environment.

 Strong knowledge of CRM best practices, data management, and reporting.
 Excellent problem-solving skills and the ability to troubleshoot complex technical
issues.
 Strong project management skills with experience leading CRM-related projects.
 Exceptional communication and interpersonal skills, with the ability to work
effectively with diverse teams across multiple geographies.
 Microsoft D365 CRM certification(s) is highly desirable.
Preferred Experience:
 Experience in the manufacturing or industrial automation sector.
 Knowledge of integration tools such as Power Automate, Power BI, or other
Microsoft technologies.
 Experience with global CRM rollouts and user training in a multi-lingual, multi-
cultural environment.
 Highly proficient in English.

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