Senior CRM Manager (Professional Services)
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