CRM Support Lead — Scale a Global Team & Drive Excellence

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

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.