CRM Integration & Enablement Manager

Headliners Recruitment; City Of London; On-site; GBP 65,000 - 70,000; Full time

Job summary

A leading international brand in the UK is seeking a CRM Integration & Enablement Manager to lead the rollout of Microsoft Dynamics 365 Customer Service across EMEA and APAC operations. The role involves leading full-cycle CRM implementation, integrating with existing platforms, and supporting a seamless user experience for customer service functions. Strong expertise in CRM strategy and integration is required, along with excellent project management skills.

Qualifications

• Experience with at least one full-cycle, multi-country Microsoft Dynamics 365 Customer Service implementation.
• Strong understanding of CRM strategy and data architectures.
• Experience integrating CRM with ERP and eCommerce platforms.

Responsibilities

• Lead the CRM implementation lifecycle from planning to optimization.
• Collaborate with IT and vendors to integrate CRM with existing systems.
• Deliver training and support for global CRM adoption.

Skills

CRM strategy

Data architecture

Customer lifecycle management

Project management

Stakeholder communication

Proactive and self-starting attitude

Tools

Microsoft Dynamics 365

Power Platform

Azure

Job description

CRM Integration & Enablement Manager (Dynamics 365) Uxbridge Perm - £65-70K plus bens and bonus

A leading international brand is seeking a CRM Integration & Enablement Manager to spearhead the rollout of Microsoft Dynamics 365 Customer Service across its EMEA and APAC operations.

This is a high-impact role driving CRM adoption, optimisation and integration across a complex digital ecosystem.

You ll lead a multi-country implementation, working closely with internal teams and external partners to ensure a seamless, scalable and user-centric CRM experience for both B2C and B2B customer service functions. This includes integrating CRM with existing ERP and eCommerce platforms and supporting 20 regional subsidiaries through rollout and onboarding.

Key Responsibilities

• Lead the full CRM implementation lifecycle, from planning to rollout and ongoing optimisation.
• Collaborate with IT and third-party vendors to integrate CRM with ERP and eCommerce platforms.
• Define and improve customer service processes, data flows and user journeys.
• Deliver training, onboarding and support to drive CRM adoption globally.
• Monitor performance, user feedback and data integrity, ensuring continuous improvement.
• Support change management and communication activities throughout the programme.

About You

• Experience delivering at least one full-cycle, multi-country Microsoft Dynamics 365 Customer Service implementation.
• Strong understanding of CRM strategy, data architecture and customer lifecycle management.
• Experience integrating CRM with ERP (ideally D365 F&O) and eCommerce platforms.
• Excellent project management and stakeholder communication skills.
• Proactive, self-starting, and passionate about enabling teams through technology.
• Experience with Power Platform, Azure or analytics is a bonus.