CRM Integration

CRM Integration & Enablement Manager (Dynamics 365 Customer Service) – Uxbridge – Perm - £65-70K plus bens and bonus

A leading international brand is seeking a
CRM Integration & Enablement Manager
to spearhead the rollout of
Microsoft Dynamics 365 Customer Service
across its EMEA and APAC operations.

This is a high-impact role driving CRM adoption, optimisation and integration across a complex digital ecosystem.

You'll lead a multi-country implementation, working closely with internal teams and external partners to ensure a seamless, scalable and user-centric CRM experience for both B2C and B2B customer service functions. This includes integrating CRM with existing ERP and eCommerce platforms and supporting 20 regional subsidiaries through rollout and onboarding.

Key Responsibilities

• Lead the full CRM implementation lifecycle, from planning to rollout and ongoing optimisation.
• Collaborate with IT and third-party vendors to integrate CRM with ERP and eCommerce platforms.
• Define and improve customer service processes, data flows and user journeys.
• Deliver training, onboarding and support to drive CRM adoption globally.
• Monitor performance, user feedback and data integrity, ensuring continuous improvement.
• Support change management and communication activities throughout the programme.

About You

• Experience delivering at least one full-cycle, multi-country Microsoft Dynamics 365 Customer Service implementation.
• Strong understanding of CRM strategy, data architecture and customer lifecycle management.
• Experience integrating CRM with ERP (ideally D365 F&O) and eCommerce platforms.
• Excellent project management and stakeholder communication skills.
• Proactive, self-starting, and passionate about enabling teams through technology.
• Experience with Power Platform, Azure or analytics is a bonus.