CRM Administrator (Dynamics 365)

An organisation is seeking an experienced CRM Administrator to oversee the management, maintenance, and continuous improvement of its Microsoft Dynamics 365 environment. This role will be responsible for ensuring data integrity, supporting users, managing system enhancements, coordinating with third-party suppliers, and driving CRM adoption across the business.

The successful candidate will play a key role in optimising business processes, delivering training, supporting system governance, and providing meaningful reporting and insights to stakeholders.

• Manage the day-to-day operation of the Dynamics 365 CRM platform.
• Review, prioritise, and resolve user requests, incidents, and system issues.
• Act as the primary point of contact for CRM-related support and queries.
• Liaise with external technology partners and suppliers regarding technical issues, enhancements, and project delivery.
• Manage user accounts, roles, permissions, and access controls.
• Deliver support to users across the organisation, ensuring timely issue resolution.

• Maintain the integrity, accuracy, and reliability of CRM data.
• Perform regular data audits, cleansing activities, and de-duplication exercises.
• Monitor data quality standards and implement corrective actions where necessary.
• Support compliance with data governance policies and regulatory requirements.

• Develop and maintain reports, dashboards, and visualisations to support business decision-making.
• Analyse CRM data to identify trends, opportunities, and areas for improvement.
• Produce regular performance reports and KPI metrics for stakeholders.
• Provide recommendations based on data analysis and system usage trends.

• Evaluate existing business processes and identify opportunities for improvement.
• Streamline workflows and implement automation solutions where appropriate.
• Support system enhancements that improve efficiency, reduce manual effort, and enhance user experience.
• Create and maintain process documentation and workflow maps.

• Design and execute testing plans for new functionality, enhancements, and automated processes.
• Ensure system changes meet business requirements and perform as expected.
• Support CRM projects, upgrades, integrations, and change initiatives.

• Deliver CRM training sessions for new and existing users.
• Develop user guides, training materials, and knowledge base content.
• Promote user adoption of CRM functionality and best practices.
• Build effective working relationships with internal stakeholders and external suppliers.

• Support the development and maintenance of CRM governance standards and policies.
• Ensure system administration activities align with organisational policies and compliance requirements.
• Participate in audits, reviews, and continuous improvement initiatives.

• Strong knowledge of Microsoft Dynamics 365 CRM administration and functionality.
• Understanding of data management, system integrations, and business process automation.
• Experience working with Microsoft Power Platform technologies, including Power Apps and related tools.
• Advanced Microsoft Excel skills.
• Understanding of data governance, security, and regulatory compliance requirements.

• Experience with Power BI or similar reporting and visualisation tools.
• Working knowledge of SQL, FetchXML, or related query languages.
• Understanding of CRM integrations with other business systems.
• Relevant degree or equivalent professional experience in IT, Business Systems, or a related discipline.

• Experience administering and supporting Microsoft Dynamics 365 CRM.
• Experience managing ticket queues, incidents, or service requests.
• Experience delivering user training and creating support documentation.
• Experience analysing business processes and implementing system improvements.
• Experience working with internal stakeholders and third-party suppliers.
• Strong problem-solving and analytical capabilities.

• Excellent communication and interpersonal skills.
• Strong organisational and time-management abilities.
• Ability to translate business requirements into practical system solutions.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Customer-focused approach to support and service delivery.

• Collaborative and relationship-focused.
• Proactive and solution-oriented.
• Adaptable and open to change.
• Committed to continuous improvement and learning.
• Professional, resilient, and accountable.
• Able to work independently while contributing effectively within a team.