CRM & Knowledge Systems Enablement Lead

ActiveOps; Reading; On-site; GBP 42,000 - 64,000; Full time

Job summary

ActiveOps is seeking a CRM/Data Governance Analyst who will bridge the gap between the team that builds and maintains our CRM and knowledge management systems and the business functions that rely on them. You will own data quality, define standards, and triage reporting requests across the customer lifecycle in Microsoft Dynamics 365.

You will build MSD-native dashboards, collaborate with Data Engineering, manage content lifecycles, and enable teams with data governance best practices.

Qualifications

• Experience in a CRM environment with ability to distinguish data problems from configuration issues.
• Strong data analysis and quality skills, comfortable with large datasets.
• Experience building or maintaining reporting dashboards.
• Excellent communication and stakeholder management across functions.
• Highly organised with ability to manage multiple workstreams.
• Self-starter with ownership and initiative.
• Familiarity with MS Dynamics 365, SharePoint, or a comparable CRM/ERP.
• Background as a CRM analyst, business analyst, or operations analyst.

Responsibilities

• Own data quality and integrity across the customer lifecycle in MSD.
• Define and maintain shared data standards across all functions.
• Monitor adherence to standards and escalate exceptions to functional data owners.
• Support data completion following system changes by agreeing correction plans with functions.
• Work with Data Engineering to ensure MSD data is accurately represented in Databricks and other reporting platforms.
• Build and maintain MSD-native dashboards in Dynamics covering function and region-specific reporting.
• Establish and maintain reporting standards for all MSD-native dashboards across regions and functions.
• Act as first point of contact for all reporting requests, handling MSD-native requests directly and redirecting AO-wide requests to Data Engineering.
• Investigate and resolve reporting anomalies, working with the Business Systems Lead where system changes are needed.
• Manage the content lifecycle for all ActiveOps trusted content across all functions.
• Coordinate content review and approval with functional owners to keep materials current and trusted.
• Manage access and permissions for the knowledge management platform and MSD, including external users such as partners, coaches, and contractors.
• Own the collateral lifecycle for customer-facing materials across all functions without owning content creation.
• Develop, maintain and communicate document management standards to ensure the business understands how knowledge should be stored and shared.

Skills

CRM experience

Data analysis

Reporting dashboards

Stakeholder mgmt

Organised

Self-starter

Dynamics 365

SharePoint

Knowledge management

CRM/ERP familiarity

Tools

Databricks

Microsoft Dynamics 365

SharePoint

Job description

ActiveOps is seeking a CRM/Data Governance Analyst who will bridge the gap between the team that builds and maintains our CRM and knowledge management systems and the business functions that rely on them. You will own data quality, define standards, and triage reporting requests across the customer lifecycle in Microsoft Dynamics 365.

You will build MSD-native dashboards, collaborate with Data Engineering, manage content lifecycles, and enable teams with data governance best practices.