CRM Platform Lead

EML Group; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts at retailers via RewardsHub

Corporate wellbeing program

Learning and development

Employee Assistance Program (EAP)

Job summary

EML is expanding its Technology team in Sydney and seeks a CRM Platform Lead to shape the Dynamics 365 CRM and Dataverse roadmap. You will lead hands‑on configuration, drive enhancements, and coordinate releases ensuring platform reliability and alignment with business priorities.

You’ll work with stakeholders to translate needs into scalable CRM solutions, manage environments and security, and influence CRM strategy across integrations, data and reporting.

Qualifications

• 8+ years’ experience with Microsoft Dynamics 365 CE / CRM, including 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 knowledge of Microsoft Entra and role‑based security.

Responsibilities

• 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 maximize 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.

Skills

Dynamics 365 CE / CRM

Dataverse

Power Automate

APIs

Environment & release management

Stakeholder management

Education

Microsoft certifications in CRM or ITIL

ITIL qualifications

Tools

Power Platform tools

Job description

Why Join EML? 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.

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, our EAP 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.