CRM Support Lead

Core-Asset Consulting Ltd; City of Edinburgh; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global asset management firm is looking for an experienced CRM Support Lead in Edinburgh on an initial 12-month contract. The role involves leading a high-volume support environment, developing a distributed team, and managing complex escalations to ensure excellent user experience. Candidates should have experience with Microsoft Dynamics CRM, team leadership skills, and a proactive approach towards service excellence. A competitive salary and wider benefits package are offered.

Benefits

Competitive salary

Wider Benefits package

Responsibilities

• Lead and develop a global team of CRM support specialists.
• Oversee day-to-day CRM support operations.
• Act as the primary escalation point for complex incidents.
• Analyse support data and user feedback for improvement.
• Drive continuous improvement of support documentation.
• Lead change management activities related to system enhancements.
• Identify training needs and deliver ongoing training to users.

Skills

Experience supporting Microsoft Dynamics CRM or comparable enterprise CRM platforms.

Experience in a people management or team leadership role.

Strong background in escalation management and incident resolution.

Proven ability to manage and develop teams across multiple locations.

Excellent stakeholder management and communication skills.

Strong analytical skills using support metrics for improvement.

Experience leading organisational change and supporting global user communities.

Proactive, solutions-focused mindset.

Job description

Job Description

Core-Asset Consulting is working with a global asset manager to recruit an experienced CRM Support Lead in Edinburgh on an initial 12-month contract.

The role offers the opportunity to take ownership of a high-volume support environment, lead and develop a distributed team, and partner closely with technology and business stakeholders to deliver an excellent user experience. The successful candidate will play a key role in driving operational excellence, managing complex escalations, and continuously improving support processes during a critical period for the platform.

Essential Skills/Experience

• Experience supporting Microsoft Dynamics CRM or comparable enterprise CRM platforms.
• Experience in a people management or team leadership role.
• Strong background in escalation management and incident resolution within a complex, global environment.
• Proven ability to manage and develop teams across multiple locations.
• Excellent stakeholder management and communication skills, including engagement with senior leadership.
• Strong analytical skills with experience using support metrics to drive continuous improvement.
• Experience leading organisational change and supporting global user communities.
• Proactive, solutions-focused mindset with a strong commitment to service excellence.

Core Responsibilities

• Lead, mentor, and develop a global team of CRM support specialists, fostering a collaborative and high-performance culture.
• Oversee day-to-day CRM support operations, ensuring service levels and performance metrics are consistently met.
• Act as the primary escalation point for complex or high-impact incidents, coordinating resolution with technology teams and senior stakeholders.
• Analyse support data, user feedback, and ticket trends to identify opportunities for process improvement and service enhancement.
• Drive continuous improvement of support documentation, knowledge resources, and self-service materials.
• Lead change management activities related to system enhancements, releases, and platform updates.
• Identify training needs and deliver ongoing functional training and enablement to users globally.

Benefits

• A highly competitive salary
• Wider Benefits package

Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.

Job reference: (16342)

To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.