CRM Platform Lead

EML; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts at retailers

Wellbeing program

Learning & development

EAP access

Celebration events

Annual incentives

Job summary

EML, Sydney, is seeking a CRM Platform Lead to own the Dynamics 365 CRM and Dataverse roadmap. You will lead hands-on configuration, manage environments and releases, and coordinate ITIL-aligned incident handling.

You will partner with stakeholders and vendors to translate business needs into practical CRM solutions. As part of a growing Technology team in Sydney, you will influence platform direction, drive improvements, and help the business deliver better outcomes for claims management and

Qualifications

• 8+ years' experience with Microsoft Dynamics 365 CE / CRM, including hands-on configuration of Dataverse and model-driven apps.
• Experience supporting CRM integrations and automation using Power Automate, connectors and APIs.
• Strong capability in environment and release management, incident resolution and service transition, with working knowledge of Dynamics 365 identity, licensing and access controls, including Microsoft Entra and role-based security.
• Ability to translate business needs into practical CRM solutions and work effectively with stakeholders and vendors.
• Data migration, SharePoint, Outlook and reporting experience, plus relevant Microsoft or ITIL qualifications, would be highly regarded.

Responsibilities

• Own the Dynamics 365 CRM and Dataverse roadmap, keeping the platform reliable and aligned with business priorities.
• Lead hands-on configuration and enhancements, translating business needs into practical solutions with standard platform capabilities.
• Manage environments, testing and controlled releases, ensuring changes and Microsoft updates are assessed and implemented safely.
• Coordinate incident, problem and change management in line with ITIL practices across CRM, integrations, access and data.
• Partner with business and delivery teams to prioritise the CRM backlog, balancing enhancements, technical debt, risks and support improvements.

Skills

Dynamics 365 CE

Dataverse

Power Automate

Environment management

Stakeholder liaison

Data migration

Education

Microsoft Certifications

ITIL certifications

Tools

SharePoint

Outlook

Job description

**An Award-Winning Celebratory Culture That Recognises You**EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.**Flexibility That Supports Your Life**After your probation (subject to performance), you have the flexibility to work from home along with the choice between:* **Monthly rostered days off**, or* **A 9-day fortnight**giving you more control over your time and work life balance.**Grow With a Specialist Organisation**Because personal injury is the **only** thing we do, EML offers one of the most stable and future-focused careers in the industry. Our deep expertise, purpose-driven work and development pathways help you build a long-term career in a field where your skills will always be in demand. EML's investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people's lives.**Make a real difference in people's lives with EML**As we expand, our Technology team is growing rapidly, driving innovation in AI for Workers Compensation. We're transforming the industry with cutting-edge solutions that enhance claims management, improve outcomes, and streamline processes.We're now welcoming applications for **CRM Platform Lead** to join our supportive, purpose-driven team in **Sydney** on a **permanent. Full-time basis**. Take the lead in shaping how EML uses Microsoft Dynamics 365, with the ownership to influence platform direction and the hands-on scope to bring improvements to life.**What You'll Be Doing*** Own the Dynamics 365 CRM and Dataverse roadmap, keeping the platform reliable, sustainable and aligned with business priorities.* Lead hands-on configuration and enhancements, translating business needs into practical solutions that make the most of standard platform capabilities.* Manage environments, testing and controlled releases, ensuring changes and Microsoft updates are assessed, communicated and implemented safely.* Coordinate incident, problem and change management in line with ITIL practices, resolving issues across CRM, integrations, access and data.* Partner with business and delivery teams to prioritise the CRM backlog, balancing enhancements, technical debt, risks and support improvements.**What We're Looking For*** 8+ years' experience with Microsoft Dynamics 365 CE / CRM, including hands-on configuration of Dataverse and model-driven apps.* Experience supporting CRM integrations and automation using Power Automate, connectors and APIs.* Strong capability in environment and release management, incident resolution and service transition, with working knowledge of Dynamics 365 identity, licensing and access controls, including Microsoft Entra and role-based security.* Ability to translate business needs into practical CRM solutions and work effectively with stakeholders and vendors.* Data migration, SharePoint, Outlook and reporting experience, plus relevant Microsoft or ITIL qualifications, would be highly regarded.**Why You'll Love Being Part of EML**You'll enjoy a range of benefits designed to support your wellbeing, growth and success:* **Hybrid work options** for better balance.* **Fitness Passport** providing heavily discounted access to your local gyms, pools and fitness facilities.* **Discounts** at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.* **Corporate wellbeing program**, including gym and health insurance discounts.* **Comprehensive learning and development** tailored to help you grow.* **More than a traditional Employee Assistance Program,** ourEAP provides access to professional medical advice and safety features for our employees and their families* **Company-wide celebration events** that keep us connected.* **Annual incentive scheme + regular salary reviews**.If you're looking for a purposeful, people-focused career with stability, balance and a culture that celebrates you we would love to hear from you.**Apply now and help people get their lives back.**##There's huge satisfaction from knowing that your talent and hard work has a purpose. You will be making a difference that counts.Our people care about making a difference. We are looking for people who share our commitment to positive change. Once we have found you, we pull out all the stops to keep you.The focus and support we provide for career development are one of the reasons we have such a vibrant, engaged, and talented team.You will not be forgotten here.Your career at EML will be full of opportunities to gain new skills, work, grow and succeed with us.