CRM Senior Executive

Job Description

As one of the world’s largest networks of audit, tax and consulting firms, RSM delivers big ideas and premium service to help middle-market businesses thrive. We are a fast-growing firm with big ambitions – we have a clear goal to become the premium adviserto the middle market, globally. This vision touches everything we do, motivating and inspiring us to become better every day. If you are looking for a firm where you can build a future and make an impact, then RSM is the place for you.Microsoft Dynamics CRM is of key strategic importance to the firm and a critical tool for business growth. RSM is going through an exciting phase in its digital journey and Dynamics is an integral part of this. As part of RSM’s digital strategy, we are refreshingDynamics CRM, to improve its purpose, functionality, and data input. We are also redefining when, how and why we use Dynamics to benefit RSM and our clients.Overall job purposeThis role is key in proactively driving continued Dynamics CRM development in line with the firm’s strategy and business needs to ensure it is an effective and efficient tool for our business. Working closely with the Marketing Data & CRM Senior Managerand Dynamics Developers, the CRM Senior Executive/ Manager will be responsible for translating business needs into technical requirements as well as contributing ideas for future enhancements. The role also involves data quality management and developing strategiesto drive and enhance user adoption and engagement, including training and communication for all users.The role is varied and requires a well organised individual who is curious, driven and has a passion for data, digital innovation and problem solving.ResponsibilitiesSystem development and improvementThis individual 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 UAT 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 Master Data Management (MDM), client portal and website
• Awareness of the latest features in Dynamics CRM to explore opportunities for innovation to drive the systems effectiveness and efficiency
• 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 evaluate system performance and user feedback through surveys and analysing support request trends to identify areas for improvement through training, system developments or other ways
• Collaborate 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 reportingThis individual 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 including TPS update,supplier status update and monthly internal introducer correction
• Help coordinate processes for new starters and leavers to ensure data is accurate and reliable
• Be the Dynamics data steward for the Master Data Management (MDM) system
• In conjunction with users develop dashboards and advanced finds to aid pipeline management, inform business decisions, increase use of the system and identify data quality issues
• Create and update Marketing & BD reports in PowerBi

Support, training and communicationThis person will foster effective communication and collaboration with 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 the CRM Coordinator with the Dynamics Super User programme and the Marketing & Business Development team upskilling initiative
• Ensure the effective use of internal communications channels such as Yammer, Teams and the Intranet to convey key messages and share best practice across the business
• Understand the integrations between Dynamics CRM and other RSM systems to be able to establish where issues are occurring and to direct queries to the correct team to reach a resolution

Personal and professional qualities

Experience in working with CRM systems to meet business needs, preferably MS Dynamics CRM and within a professional services environment

Ideally have a working knowledge of Agile Project Management and scrum methodology

Proven track record of delivering impactful visualisations and reports preferably using PowerBi

Ability to build relationships at all levels quickly and be a confident communicator

Excellent attention to detail

A keen interest in the business to develop a strong understanding of the role of Dynamics CRM and how the system and data can be best utilisedAbility to think around a problem and know where and when to seek guidance to reach the best solution in relatively short t