We are seeking a Senior CRM Manager to lead the business adoption, value realisation and continuous improvement of our CRM platform across a national professional services organisation. The role is predominantly business-facing, focused on training, user adoption, stakeholder engagement, and translating business needs into clear user stories for delivery by IT and external partners.

This is not a hands-on development role and does not involve specific line management of IT or development teams. You will work closely with IT, Marketing, the Business, DevOps and third-party suppliers to shape priorities and outcomes.

Key Responsibilities

• Own and deliver the CRM strategy and roadmap, ensuring strong engagement and measurable business value.
• Act as the primary business interface for CRM: partnering with Partners, Directors and central teams to understand use cases and translate them into prioritised user stories.
• Lead training, change and adoption programmes, driving consistent usage and best practice across the firm.
• Monitor adoption, data quality and benefits realisation; identify opportunities for improvement and optimisation.
• Oversee CRM initiatives and enhancements, working through established DevOps processes with IT and vendors.
• Ensure CRM data is captured, governed and used in line with GDPR and firm policies.
• Enable high-quality reporting and insights to support marketing, BD and leadership decision-making.
• Lead CRM data migration and rollout activities linked to acquisitions.

Role Expectations

• You will have primary responsibility for the budget and team members supporting Microsoft Dynamics CRM
• You will lead relationships, as influencer, collaborator and trainer, with IT, all Business Pillars and Marketing, to understand, prioritise, translate, oversee development of and demonstrate value from CRM development
• You will have the primary managerial responsibility for delivering business value from CRM activity
• Over one to two years you will lead the CRM to being an indispensable daily reference and the exclusive platform for Marketing activity

Essential experience

• Professional services background with senior stakeholder exposure
• Strong experience with Microsoft Dynamics CRM
• Proven experience working within DevOps delivery models (backlog, user stories, prioritisation, releases)
• Track record of leading training, adoption and change for enterprise systems
• Experience translating complex business needs into clear, actionable requirements