CRM Manager

The CRM Manager is responsible for the day-to-day administration, enhancement and optimisation of the Microsoft D365 Sales platform. This role supports Sales and Marketing teams by leading CRM enhancements and managing change processes, delivering improvements and ensuring a high level of user adoption. The CRM Manager will take ownership of business analysis activities, including requirements gathering, user story creation and UAT coordination in collaboration with our IT team.

What You'll Do:

CRM Platform Management

• Act as the primary point of contact for D365 Sales (‘CRM’) and associated marketing tools (e.g., ClickDimensions), overseeing day-to-day usage and coordination with IT for any technical configurations.
• Coordinate with the IT team regarding user access, security roles, and system configurations to ensure alignment with business needs.
• Work closely with IT and vendors to ensure system issues are resolved promptly and implement agreed changes.
• Monitor platform performance and usage, identifying opportunities for optimisation.
• Stay up to date with new Dynamics 365 features and functionality, recommending improvements.
• Support cross-functional teams by ensuring the CRM is effectively aligned with sales and marketing processes.

Business Analysis & Change Management

• Analyse current business processes and systems to identify areas for improvement.
• Gather and document business requirements from Sales, Marketing and other stakeholders in a variety of suitable formats.
• Translate requirements into clear user stories, functional specifications and to-be process flows to support the design and development of identified requirements.
• Manage and prioritise the CRM change backlog in collaboration with the Product Owner and development team.
• Support sprint planning and ensure timely delivery of CRM enhancements.
• Own UAT cycles, coordinate testing efforts, gather user feedback and ensure acceptance criteria is included for each story in the product backlog.

Training, Support & Day-to-Day Operations

• Provide day-to-day support for CRM users across Sales, Marketing and other departments.
• Deliver end-user training and onboarding for CRM users.
• Create and maintain user-friendly documentation and training materials.
• Champion best practices in CRM usage across the organisation.

Who You Are:

• Proven experience managing Microsoft Dynamics 365 CE or a comparable CRM platform, working closely with internal IT teams and business stakeholders.
• Hands-on experience with MarTech tools, such as ClickDimensions, and their integration into CRM workflows.
• Be able to demonstrate a proven understanding of Sales and Marketing technology ecosystems within professional services companies and how they are evolving, with a focus on B2B.
• Demonstrated experience working in Agile environments, including writing user stories and leading UAT processes.
• Experience working with Agile tools (e.g., Azure DevOps) to manage backlogs, user stories and testing cycles.
• Excellent stakeholder management and communication skills.
• Detail-oriented with a strong process and documentation mindset.
• Ability to troubleshoot and resolve CRM-related issues effectively.
• Experience in training and supporting end users, driving adoption through clear guidance, onboarding, and ongoing education.

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
• We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
• As an equal opportunities employer, we encourage suitably qualified applicants from a wide range of backgrounds to apply and join us and are fully committed to equal treatment, free from discrimination, of all candidates throughout our recruitment process

Control Risks is committed to a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status”

If you require any reasonable adjustments to be made in order to participate fully in the interview process, please let us know and we will be happy to accommodate your needs.