CRM Specialist

Job Title: CRM Specialist

Location: Blackheath, Greenwich (Hybrid)

Salary: 38,000 - 45,000

Job Type: Permanent / Fulltime

About Us:

Morden College supports over 200 older people across two sites in Blackheath and Beckenham, providing independent living and care services. We are dedicated to offering services that help our residents live healthy, independent lives. Our Blackheath site also houses the Morden College Care Home.

About the role:

Morden College is undergoing a digital transformation, and we are looking for a CRM Specialist to lead the implementation and support of a new Microsoft Dynamics CRM system. This system will integrate with Microsoft Business Central and other applications to enhance data management, streamline processes, and improve service delivery for residents. The CRM Specialist will collaborate with various teams to ensure the CRM system supports the college's evolving needs.

Duties and Responsibilities:

CRM Administration:

• Lead the administration of the Microsoft Dynamics CRM system, ensuring its performance aligns with the college's objectives.
• Perform regular system audits to maintain data accuracy and security.
• Manage user roles, permissions, and system security.
• Maintain system documentation, including customisations and integrations.
• Ensure compliance with data retention policies.

Development and Integration:

• Work with the development team to design and implement workflows, forms, and dashboards.
• Integrate CRM with Business Central and other legacy systems.
• Develop solutions using Power Platform tools such as Power Automate and Power Apps.
• Keep up-to-date with Microsoft Dynamics updates and recommend new tools and features.

User Support and Training:

• Serve as the main point of contact for CRM-related issues.
• Provide training and support to users, including creating guides and delivering workshops.
• Gather feedback from users and implement improvements based on their needs.

Reporting and Analysis:

• Create reports and dashboards to support operational and strategic decision-making.
• Use Power BI to provide visual insights from CRM data.
• Monitor CRM adoption and performance, providing regular updates to IT leadership.

Collaboration and Innovation:

• Collaborate with IT colleagues and departmental leaders to align CRM initiatives with the broader IT strategy.
• Advocate for the CRM system, helping the organization meet its goals.
• Lead pilot projects for new features and assist in IT transformation initiatives.

About you:

Essential Skills:

• Expertise in Microsoft Dynamics 365 CRM administration, customisation, and troubleshooting.
• Strong knowledge of data governance, security, and GDPR compliance.
• Proficiency in Microsoft Power Platform, including Power Automate and Power Apps.
• Advanced skills in Microsoft Office 365, particularly Excel and Word.
• Excellent communication skills, with the ability to engage both technical and non-technical stakeholders.
• Strong project management, analytical, and problem-solving skills.
• Knowledge of CRM architecture, data modelling, and workflow automation.
• Familiarity with system integration techniques and APIs.
• Strong customer service skills and time management.

Desirable Skills:

• Experience integrating Dynamics CRM with Business Central or other ERP systems.
• Familiarity with Power BI for reporting.
• Experience in training staff and creating user guides.
• Knowledge of system integration frameworks and APIs.
• Previous involvement in IT transformation or large-scale system implementations.
• Experience capturing user requirements and communicating these effectively with the IT team.
• Exposure to cloud computing, especially Azure.
• Understanding of CRM best practices.

Competencies

Decision Making

• Organise and manage specialist tasks, making sound judgments to resolve issues and balance operational and strategic needs.
• Seek guidance for complex or unfamiliar matters.

Creative Thinking

• Analyze and find solutions for unique challenges where standard policies don't apply.
• Initiate improvements in processes or policies.

Problem Solving

• Identify and address system challenges with innovative solutions.

Communication

• Present information clearly to different audiences, tailoring language and style to suit the situation.
• Communicate technical concepts effectively to diverse groups.

Teamwork

• Collaborate effectively with IT colleagues, senior management, and users to achieve common goals.

Adaptability

• Embrace change and continuously seek opportunities for improvement.

Applying Knowledge

• Apply specialist skills and knowledge gained through qualifications or relevant work experience.

Please click the APPLY button to submit your CV for this role

Candidates with experience or relevant job titles of CRM Administrator, CRM Systems Analyst, Customer Relationship Manager, CRM Implementation Specialist, and CRM Solutions Architect may also be considered.