Roles/Responsibilities:

1. Evaluate business needs, workflows, and customer engagement processes to identify CRM requirements and opportunities for improvement.
2. Design, configure, and implement CRM systems that align with the organization's goals and operational structure.
3. Develop and document Standard Operating Procedures (SOPs) and training materials to ensure staff adoption and consistent CRM usage.
4. Create and execute CRM strategies that improve customer relationships, data management, and business productivity.
5. Collaborate closely with sales, marketing, and customer service teams to ensure CRM tools support their activities and objectives.
6. Monitor and analyze CRM system performance, providing recommendations and adjustments to optimize effectiveness.
7. Prepare reports and insights for leadership and key stakeholders on CRM performance, user adoption, and ROI.
8. Stay up to date on CRM technology trends and emerging tools to recommend improvements and innovations.
9. Assist with CRM vendor selection, evaluation, and implementation processes when introducing new platforms or upgrades.

Mandatory Skill:

1. 5+ years of experience with Microsoft Dynamics 365 CRM configuration, implementation, and optimization
2. 7+ years of experience with Sales Processes workflows, pipeline management, and process optimization
3. 3+ years of experience as a Business Analyst gathering requirements, documenting processes, working with cross-functional teams
4. Proven experience implementing and managing CRM platforms, ideally across multiple industries.
5. Strong understanding of sales, marketing, and customer service best practices.
6. Knowledge of software selection methodologies and CRM integration strategies.
7. Excellent communication and stakeholder management skills.
8. Strong analytical and problem-solving abilities.
9. Ability to translate business requirements into functional CRM solutions.

Desirable Skills:

1. CRM certifications (e.g., Salesforce Certified Consultant, Microsoft Dynamics 365 Functional Consultant)
2. Experience developing training materials and SOPs for CRM adoption
3. Experience with Salesforce CRM
4. Bachelor's degree in Business, Information Systems, Marketing, or a related field.