CRM & Data Manager

Crowe UK LLP

Role description

Data and Microsoft Dynamics CRM is of key strategic importance to the firm and a critical tool for business growth. Crowe is going through an exciting development in its digital journey and Dynamics will be an integral part of this. As part of our digital strategy, we are refreshing our approach to CRM, and Dynamics is our platform of choice, to be built during FY25.

Working closely with key stakeholders across the firm, the new CRM and Data Manager will be responsible for translating business needs into technical requirements, as well as contributing ideas for future enhancements to the system.

This exciting role also involves data quality management and developing strategies to drive and enhance user adoption and engagement, including training and communication for all users.

We require a well organised individual who is curious, driven and has a passion for data, digital innovation and problem solving. You will be responsible for driving improvement with the system’s purpose, functionality, and data input.

The successful applicant will have experience working in a fast-paced environment, be highly organised with excellent project management, time management and coordination skills and can work well under pressure.

Being able to communicate effectively with key stakeholders at all levels and to forge strong working relationships is essential. You will be part of a national team, working with our people and liaising with clients in future.

Key responsibilities include:

System development and improvement

You will be an integral part of the Dynamics CRM development and enhancement process by:

• Engaging with key stakeholders and business users to understand their needs and gather requirements for system development and improvement.
• Understanding the customisation and configuration capabilities of Dynamics CRM to effectively liaise with the CRM Developers and write requirements to meet specific business requirements.
• Conducting system testing including user acceptance testing to ensure intended features and functionality are working as expected.
• Supporting the development and implementation of the integration of Dynamics CRM with other systems such as practice management software, client portal and website.
• Maintaining awareness of the latest features in Dynamics CRM to explore opportunities for innovation to further drive the system’s capabilities and effectiveness.
• Identifying and working with National Technology around project dependencies.
• Staying informed about new releases, updates, and patches for Dynamics CRM and liaising with the CRM Developers to assess their potential impact and co-ordinated release where applicable.
• Regularly evaluating system performance and obtaining user feedback through surveys and analysing support request trends to identify areas for improvement through training and/or system development.
• Collaborating effectively with the CRM developers to discuss progress, address issues, and prioritise tasks. Agree and put in place processes with the developers and ensure there is accurate and up-to-date documentation.
• Considering how other systems might interact/integrate with Dynamics CRM.

Data quality and reporting

You will help develop and implement data management practices to ensure the accuracy and integrity of CRM data and enable data-driven decision-making through reporting.

• Periodically perform data audits and clean-up activities to maintain a reliable and up-to-date CRM system in line with data governance policies and data quality standards.
• Supervise the running of routine data processes in Dynamics CRM.
• Help coordinate processes for the firm’s new joiners and leavers.
• Be the Dynamics data steward for firm.
• In conjunction with our users, develop dashboards and other processes to aid pipeline management, to inform business decisions, to increase use of the system and to identify data quality issues.
• Develop and maintain Marketing & BD reports (via PowerBI etc.)

Support, training and communication

You will ensure effective communication and collaboration with key stakeholders across the organisation to ensure users are equipped to make the most of Dynamics CRM and use it correctly.

• Ensure effective training resources are in place including conducting training sessions for CRM users to familiarise them with system features, functionalities, and best practice.
• Engage stakeholders in user acceptance testing and involve them in processes related to system enhancements.
• Provide ongoing support to address user queries and troubleshoot issues.
• Supervise any direct line reports and lead a Dynamics Super User programme.
• Upskill members of the national Marketing & Business Development team.
• Ensure the effective use of internal communications channels such as Teams and the Intranet to convey key messages and share best practice across the business.
• Understand the integrations between Dynamics CRM and other Crowe UK systems to be able to identify issues and to escalate issues as appropriate.