Microsoft Dynamics 365 - CRM Process Lead

Inizio Partners is a top-rated business consulting, executive placement and IT staffing firm serving clients globally. Inizios clients include fortune 500 companies, consulting firms, startups, private equity & venture capital firms etc.

We are currently recruiting for a CRM Process Lead (D365) for one of our clients. Our client is a leader in building technology-enabled business process solutions for industrial producers globally. They develop highly integrated software solutions that increase both the effectiveness and efficiency of customer-facing business processes in a wide range of business-to-business applications. Customer will consider offering relocation assistance for out-of-state candidates and are also open to considering Sponsorship(visa transfer) for the right candidates.

Summary:

The CRM Process Lead is responsible for the design, implementation, and support of the overall customer engagement and customer experience strategy. The Process Lead will be responsible for managing, analyzing, and interpreting customer-related data to provide insight and support strategic business decisions. The main area of focus is to support and make best-practices recommendations to all teams which use the CRM solution. Additionally, collaboration with business teams to gather and document new and existing requirements while providing solution recommendations is key. CRM Process Lead reports to the Director of Enterprise Applications.

Essential Job Duties:

• Plan and deliver CRM strategies across the organization to retain existing customers, increase customer loyalty, and expand the company's brand value
• Ensure customer data and key attributes are maintained accurately within the D365 Customer Experience (CE) module
• Ensure customers are segmented appropriately to target marketing activities
• Collaborate with the D365 CE implementation partner in defining the needed capabilities and driving the implementation to meet the needs of the business
• Configure D365 CE in the areas of account management, opportunity management, pipeline management, campaign management, workflow management, revenue forecasting, and reporting
• Set up multiple tenants (for various clients) within a given D365 CE instance with appropriate security controls
• Lead all CRM projects from a process and technology perspective, and perform quality assurance activities to support the projects
• Manage all inbound and outbound integrations for the D365 CE instance
• Oversee CRM data governance which will include, Data standards, Data audit, Data structures, User access rights, and Reporting
• Ensure master data (Customer, Product, Price, etc.) integrity is maintained across systems
• Responsible for setting up and driving marketing campaigns, right from conceptualization to analysis.
• Ensure the CRM system provides an effective sales funnel
• Analyze market reports to determine the kind of marketing trends the business should respond to
• Troubleshoot CRM end-user errors and drive user productivity
• Other duties as assigned

Qualifications:

• Completed Bachelors Degree in Information Technology, Computer Science, or a related degree
• Proven work experience with a leading CRM software provider (Microsoft D365 CE)
• Proven work experience collaborating with a leading CRM implementation partner
• At least 3 years of experience as a CRM lead for global manufacturing and distribution firms
• Organizational skills that will help to juggle competing demands
• Attention to detail, to manage the integrity of the CRM data
• Commercial awareness to understand the target market and design campaigns accordingly
• Exceptional interpersonal, collaboration, and communication abilities
• Excellent analytical and problem-solving skills
• Demonstrated experience in implementing D365 CE and Power Apps