CRM Lead

3 weeks ago

London, Canada StarTech.com Full time

Are you a dynamic, results-driven individual with a passion for driving business success through technology? We are seeking a talented and experienced CRM Lead to join our team to help us implement, improve, and integrate mission-critical, enterprise-wide information systems.

As our CRM Lead, you will work closely with business stakeholders to map and optimize cross-functional processes, while serving as a key liaison between functional and technical resources. With your expertise in Microsoft D365 CRM, you will enable our organization to achieve its goals through enhanced functionality, upgrades, and system modifications.

If you're ready to take on a challenging and rewarding role that offers opportunities for growth and development, we want to hear from you

**What will you be doing?***

**Strategy and Planning**
- Identify, elicit, and document end state cross functional and functional business processes
- Research, review, and analyze the effectiveness and efficiency of existing processes and develop strategies for enhancing further
- Prepare and deliver reports, recommendations, or alternative options for improving processes in operating systems across the organization

**Business Requirement Elicitation and Fulfillment**
- Elicit and define business requirements related to Enterprise Systems using pre-defined tools
- Conduct reviews to ensure cross functional understanding and alignment
- Ensure business value is clearly understood and documented

**System integration**
- Elicit and document requirements for systems integration of new system(s) with existing systems
- Lead selected IT streams created to enable the integration
- Assist with documentation, design and implementation solutions

**Solution Implementation**
- Collaborate with IT and Business staff to recommend and develop solutions for identified business requirements
- Provide standard system options via configuration or functionality enablement to fulfill identified business requirements
- Work with third party system providers when necessary
- Serve as a liaison between technical and functional staff to recommend, develop, and test changes and find solutions to problems
- Ensure that requirements documentation can be easily translated into UAT (user acceptance training)/functional test plans

**Ongoing Process and System Support**
- Develop, document, and maintain complete understanding of all Enterprise Systems configurations for functional areas
- Update business processes and workflows in the systems as required
- Assist with resolution of issues with implemented functionality in conjunction with the functional users

**What can you bring to the table?**

**Education & Experience**:

- A College Diploma or University Degree in a business function is required
- Agile certification preferred
- A minimum of 5 years’ experience as a Business Analyst
- A minimum of 4 years of implementation / support experience with Microsoft D365 CRM
- Microsoft Fundamentals Certification is an asset
- Experience working with Customer Service / Contact Center, Sales and Marketing functions
- Project leadership experience - preferably working as a scrum master or product owner in an “agile” environment.

**Skills & Knowledge**:

- Ability to configure D365 CRM (Customer Engagement, Marketing, Omni-channel, Sales)
- Experience using DevOps and JIRA
- Ability to quickly develop excellent working relationships with stakeholders and business professionals at all levels
- Strong analytical skills coupled with a questioning & creative approach to problem solving
- Proven analytical and problem-solving abilities, with keen attention to detail
- Experience in data analysis and working with large volumes of data
- Ability to prioritize and execute tasks in a high-pressure environment
- Excellent organization, project, and time management skills
- Exceptional communication and facilitation skills

**What’s in it for you?**
- Comprehensive Benefit Plan and RRSP Matching
- Competitive Vacation Policy
- Fitness Subsidy
- Training and Development Program
- Paid Charity Day and Regular Company Fun Events
- Bonus Plan

**About us**

We are in the business of human-centered experiences starting with yours. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our team.

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