CRM Programme Manager – D365

We are seeking an experienced CRM Programme Manager to join our client in the financial services sector on a 6-month contract. The ideal candidate will have proven experience in managing and delivering CRM projects within the banking or financial services industry, with specific expertise in Microsoft Dynamics 365 (D365) Customer Engagement (CE) solutions. This role will focus on supporting the upgrade from Microsoft Dynamics CRM 2011 to D365 CE Online.

Key Responsibilities:

• Manage and lead the programme for upgrading the existing Microsoft Dynamics CRM 2011 system to Microsoft Dynamics 365 CE Online.
• Collaborate with internal teams, third-party vendors, and stakeholders to ensure the smooth transition and successful upgrade.
• Work closely with project managers, business analysts, and developers to define project scope, requirements, timelines, and budgets.
• Oversee the development and implementation of new processes, workflows, and enhancements to the CRM system in line with business objectives.
• Ensure adherence to best practices, governance, and regulatory standards within the financial services sector.
• Provide leadership in risk management and issue resolution throughout the upgrade process.
• Create and manage project plans, status reports, and dashboards to communicate progress to stakeholders.
• Manage change management activities, ensuring user adoption and training for the new system functionality.
• Lead and support testing phases (UAT, system integration, regression testing).
• Ensure a seamless transition post-upgrade, with a focus on continuous improvement and optimization of the CRM system.

Essential Skills and Experience:

• Proven experience as a CRM Programme Manager, ideally in the financial services or banking industry.
• Expertise in Microsoft Dynamics 365 (D365) Customer Engagement (CE), including experience in CRM migrations and upgrades from previous versions (preferably from CRM 2011).
• Strong understanding of CRM functionality, configuration, and customisation in a complex enterprise environment.
• Experience managing large-scale programmes, coordinating cross-functional teams, and managing external vendors.
• Solid knowledge of Agile project management methodologies and project delivery best practices.
• Excellent communication and stakeholder management skills, with the ability to influence and collaborate at all levels.
• Strong problem-solving abilities and experience with risk management in large programmes.
• Proven track record of delivering successful CRM upgrades and system transformations within financial institutions.
• Ability to work effectively in a hybrid working model, balancing remote and on-site presence.

Desirable:

• Microsoft Dynamics 365 certification or related qualifications.
• Experience with data migration and system integration.
• Knowledge of regulatory and compliance requirements within the banking sector.

Additional Information:

• 6-month contract, with the possibility of extension.
• Hybrid working arrangement (3 days a week in central London).