Job Title: Microsoft Dynamics CRM Functional Lead
The role of a Functional Lead is crucial in taking ownership of solution design, implementation and optimisation of Microsoft Dynamics CRM across business units.
Key Responsibilities:
* Lead end-to-end functional delivery of Microsoft Dynamics CRM projects from requirements gathering to go-live and post-implementation support.
* Conduct workshops with stakeholders to understand, analyse and document functional requirements.
* Translate business needs into functional specifications and work closely with technical teams for solution design and customisation.
* Configure Dynamics CRM modules including Sales, Customer Service, Marketing, and Field Service.
* Define business process flows, workflows, dashboards, and reports within CRM.
* Manage UAT process ensuring deliverables meet business expectations.
* Provide guidance and mentorship to team members including functional consultants and business analysts.
* Collaborate with development teams to oversee integration of CRM with other business applications.
* Monitor system performance and identify opportunities for optimisation and automation.
Required Skills & Qualifications:
* 7+ years of experience in Microsoft Dynamics CRM/Dynamics 365 CE functional roles.
* Proven experience in leading CRM implementation and upgrade projects.
* Strong knowledge of CRM modules (Sales, Customer Service, Marketing, Field Service).
* Ability to map business requirements to CRM functionality effectively.
* Experience in creating functional design documents test scripts and training material.
* Excellent communication and stakeholder management skills.
* Strong problem-solving and analytical abilities.
Preferred qualifications include Microsoft Dynamics 365 Functional Consultant certification(s) experience with Power Platform (Power Apps, Power Automate, Power BI), exposure to integration tools and middleware, and experience in Agile or hybrid project delivery environments.