CRM Functional Lead — Microsoft Dynamics (Sales, Marketing & Case Management)
HybridLondon, England, United Kingdom
Job Summary
CRM Functional Lead responsible for translating business needs for Microsoft Dynamics 365 across Sales, Marketing, and Case/Service, shaping functional designs, and enabling delivery through documentation, testing, and user training. Lead grooming sessions with Product Owners and SMEs, configure and validate low-code customizations (forms, views, business rules, workflows, Power Automate), define test plans and UAT criteria, support deployments, develop training materials, and liaise between business stakeholders and technology teams to ensure timely delivery and issue resolution. Must demonstrate practical CRM experience, strong cross-time-zone collaboration, and track record of delivering functional specs, process maps, and user documentation across a global programme.
Required Qualifications
- Practical experience in CRM functional or business analyst roles, preferably with Microsoft Dynamics 365 / Power Platform
- Hands-on knowledge across Sales, Marketing, and Case/Service (Customer Service) processes and mapping to CRM systems
- Ability to elicit, document, and manage business requirements, user stories, and acceptance criteria
- Experience creating process flows, functional specifications, test plans/cases, and user documentation
- Familiarity with Dynamics 365 components (forms, views, business rules, security roles, solution management) and Power Platform tools (Power Automate, Power Apps, CDS/Dataverse)
- Strong collaboration and communication skills; ability to manage multiple priorities across time zones
- Experience with data migration tools and data quality techniques
- Experience with Agile delivery practices (Scrum, Kanban) and Azure DevOps
- Microsoft Certified: Dynamics 365 Fundamentals or related certifications (preferred)
- Experience integrating Dynamics with marketing automation and digital web platforms (preferred)
- Experience with AI tooling and methodologies applied to sales/marketing (preferred)
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