CRM Specialist

About the role

Morden College is currently undergoing a digital transformation programme to support its ongoing strategy and operations. As part of this programme, the CRM Specialist is a new role created to support the implementation and continued support of a new Microsoft Dynamics CRM system. This system will work in tandem with Microsoft Business Central and related applications to provide a knowledgebase, more streamlined processes, and a data-driven approach to the services the college provides to its many residents. The role will also be responsible for collaborating with other teams across the college to provide ongoing support and administration, but also to improve systems and processes as the CRM evolves and grows to support the college s future initiatives.

Job Purpose

To act as the lead administrator for Morden College s newly implemented Microsoft Dynamics CRM system, ensuring its optimal performance and alignment with the organisation s strategic objectives.

To support the development and continuous improvement of the CRM system, ensuring seamless integration with Dynamics Business Central and legacy applications.

To work collaboratively with senior management, IT team members, and departmental stakeholders to develop, maintain, and enhance the CRM system.

To play a pivotal role in Morden College s IT transformation programme, driving innovation and enabling improved data management, reporting, and operational planning.

To ensure adherence to best practices in data governance, user training, and CRM customisation, fostering a culture of data excellence within the organisation.

Core Responsibilities

Act as the primary administrator for the Dynamics CRM system, overseeing its day-to-day operation and ensuring data quality and security.

Collaborate with the IT and development teams to design and implement system enhancements, workflows, and integrations with other platforms.

Provide expert advice and support to users, including training sessions, user guides, and troubleshooting technical issues.

Drive user adoption by developing and promoting tools, features, and functionalities that improve system utilisation and user engagement.

Manage data import/export processes, ensuring validation and alignment with organisational policies.

MAIN DUTIES & RESPONSIBILITIES:

A. CRM Administration

Ensure the CRM system s integrity, functionality, and alignment with business objectives.

Conduct regular system audits to maintain high standards of data accuracy and quality.

Manage user roles, permissions, and system security in collaboration with Head of IT

Develop and maintain documentation for system processes, customisations, and integrations.

Implement and monitor data retention policies to comply with legal and regulatory standards.

B. Development and Integration

Collaborate with the development team to create customised solutions, including workflows, forms, and dashboards.

Work with external partners and internal stakeholders to integrate Dynamics CRM with Business Central and legacy systems.

Develop Power Platform solutions (e.g., Power Automate, Power Apps) to streamline operations and enhance user experience.

Provide input on technical decisions regarding CRM updates, new features, and integrations.

Stay updated on Microsoft Dynamics advancements and recommend new tools and functionalities.

C. User Support and Training

Serve as the first point of contact for CRM-related queries and issues.

Deliver tailored training programmes to staff, improving system proficiency and confidence.

Produce comprehensive how-to guides and training materials for users.

Facilitate workshops to gather user feedback and identify areas for improvement.

Foster a culture of continuous learning and improvement in CRM use across the organisation.

D. Reporting and Analysis

Develop and maintain reports and dashboards to support strategic and operational planning.

Assist senior management in analysing CRM data to inform decision-making.

Utilise Power BI to create visualisations and insights from CRM data.

Establish metrics to measure CRM adoption and performance.

Provide regular updates to IT leadership on system performance and user feedback.

E. Collaboration and Innovation

Work closely with IT colleagues to align CRM initiatives with the broader IT strategy.

Engage with departmental leaders to understand their data needs and deliver tailored solutions.

Act as a champion for the CRM system, advocating for its role in achieving organisational goals.

Lead pilot projects for new features, gathering feedback and refining implementations.

Participate in IT transformation initiatives, contributing expertise in CRM technology.

KEY KNOWLEDGE AND SKILLS

Essential

Proficient in Microsoft Dynamics 365 CRM administration, customisation, and troubleshooting.

Strong understanding of data governance, security, and GDPR compliance.

Practical experience with the Microsoft Power Platform, including Power Automate and Power Apps.

Advanced proficiency in Microsoft Office 365, especially Excel and Word.

Excellent interpersonal and communication skills, with the ability to engage with both technical and non-technical stakeholders.

Proven ability to manage projects, prioritise tasks, and meet deadlines.

Strong analytical and problem-solving skills and a methodical attention to detail.

In-depth understanding of CRM architecture, data modelling, and workflow automation.

Familiarity with CRM integration techniques, APIs, and middleware tools.

Strong customer service skills

Strong time management skills with the ability to adapt varying needs and prioritise tasks.

Desirable

Experience integrating Dynamics CRM with Business Central or other ERP systems and security roles.

Familiarity with Power BI for reporting and data visualisation.

Experience in developing and delivering training programmes, both group and 1 to 1 training sessions and producing user guides and training materials

Knowledge of system integration frameworks and APIs.

Previous involvement in IT transformation projects or large-scale system implementations.

Experience of capturing requirements and understanding system issues from end users and communicating these on to other members of the IT team and senior managers. The ability to look at these requirements critically and challenge them when required.

Exposure to cloud computing environments, particularly Azure.

Understanding of customer relationship management best practices and principles.

COMPETENCIES

Decision Making

You organise and undertake a range of specialist tasks.

You demonstrate sound judgement in resolving issues and making system related decisions, balancing operational and strategic needs which are standard for your area of work.

You seek guidance on complex or unfamiliar matters.

Creative Thinking and Challenges

You are able to undertake the analysis needed to find the best solution to unusual situations or issues where the answer is not available through existing policies, standards or procedures.

You use your initiative to investigate new ways of working or to improve policies or procedures.

Problem Solving

You proactively identify and address system challenges with innovative solutions.

Communication

You share and present information or ideas to others, tailoring your language, style and media used to meet the needs of varied situations and responds accordingly to specialist queries.

You articulate clearly technical concepts to diverse audiences and foster collaboration through active listening and tailored messaging.

Teamwork

You work effectively with IT colleagues, senior management, and end users to achieve shared goals.

Adaptability

You embrace change and continuously seek new opportunities for improvement.

Applying knowledge and expertise

You apply your specialist and technical skills gained through vocational or professional qualification, practical knowledge and skill, or equivalent level of expertise obtained through relevant work experience.