CRM Functional Lead — Microsoft Dynamics

Marsh; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Marsh is seeking a hands‑on CRM Functional Lead to drive Dynamics 365 implementation and enhancements across Sales, Marketing and Customer Service modules. You will translate business needs into testable requirements, groom backlogs, validate deliveries, and enable users through training and documentation.

Collaborate with business stakeholders and global tech teams, manage multiple time zones, and deliver practical CRM solutions with excellent communication.

Qualifications

• Experience in CRM functional or business analyst roles, preferably with Microsoft Dynamics 365/Power Platform.
• Proven ability to elicit, document, and manage business requirements and user stories.
• Experience creating process flows, functional specs, test plans, and user documentation.

Responsibilities

• Translate business needs into functional designs and process flows for Dynamics 365 (Sales, Marketing, Customer Service/Case).
• Elicit, document, and validate requirements, user stories, and acceptance criteria with stakeholders.
• Create and maintain functional specifications, process maps, and configuration guides.
• Support configuration, low-code customization, and ensure configuration aligns with requirements.
• Define and execute test plans, test cases, and UAT; log defects and re-tests.
• Assist deployment activities and release validation across environments.
• Develop user training materials and run training sessions for end users and admins.

Skills

CRM experience

Dynamics 365

Sales & Marketing

Case/Service processes

Agile / Scrum

Azure DevOps

Power Platform

Data migration tools

Training & documentation

Tools

Scribe

KingswaySoft

SSIS

Power Automate

Power Apps

CDS/Dataverse

Job description

We’re seeking a hands‑on CRM Functional Lead to support a high‑velocity, global program implementing and enhancing Microsoft Dynamics 365. You’ll partner with business stakeholders and internal technology teams to translate business needs into clear, testable requirements, help prioritize and groom backlog items, validate deliveries through testing, and enable users through training and documentation. The ideal candidate has practical CRM experience across Sales, Marketing and Case/Service modules, strong communication skills, and the ability to manage multiple priorities across time zones.

We will count on you to:

• Partner with business stakeholders (Sales, Marketing) to elicit, document, and validate business requirements, user stories, and acceptance criteria.
• Translate business needs into functional designs and process flows for Dynamics 365 (Sales, Marketing, Customer Service/Case Management) and related integrations.
• Facilitate grooming and prioritization sessions with Product Owners, Business SMEs, and Development/Integration teams.
• Create and maintain functional specifications, process maps, screen mockups, and configuration guides.
• Support configuration and low‑code customization (forms, views, business rules, workflows, Power Automate flows, security roles) with Development and Admin teams; validate that configuration meets requirements.
• Define, and execute test plans, test cases, and user acceptance testing (UAT); log and track defects and retests.
• Assist with deployment activities and release validation across environments (Dev, Test, UAT, Prod).
• Develop user training materials, quick reference guides, and run training sessions or demos for end users and administrators in collaboration with business and change partners.
• Act as the liaison between business stakeholders and cross‑functional technology teams to ensure timely delivery and issue resolution.
• Monitor and track requirements, change requests, and program status; communicate progress and risks to stakeholders.
• Participate in data migration, data quality validation, and deduplication efforts as needed.
• Work effectively across distributed teams and time zones; be flexible with meeting times to accommodate stakeholders.

What you need to have:

• Experience working in CRM functional or business analyst roles (preferred experience with Microsoft Dynamics 365 / Power Platform).
• Practical experience across Sales, Marketing, and Case/Service (Customer Service) processes and how they map into CRM systems.
• Proven ability to elicit, document, and manage business requirements, user stories, and acceptance criteria.
• Experience creating process flows, functional specifications, test plans/cases, and user documentation.
• Hands‑on familiarity with Dynamics 365: forms, views, business rules, security roles, solution management, and common Power Platform components (Power Automate, Power Apps, CDS/Dataverse).
• Strong collaboration skills; comfortable coordinating with developers, architects, data teams, QA, and business SMEs.
• Excellent written and verbal communication skills; able to present complex topics to both technical and non‑technical audiences.
• Able to work in a fast‑paced program, manage multiple priorities, and work across time zones (some flexibility in hours).
• Strong attention to detail and a practical, delivery‑focused mindset.

What makes you stand out:

• Experience with professional services firms in the insurance / consulting industry a plus.
• Experience integrating Dynamics with marketing automation and digital web platforms.
• Familiarity with Agile delivery practices (Scrum, Kanban), backlog grooming, and Azure DevOps.
• Experience with AI tooling and methodologies (generative AI, predictive analytics, conversational AI) applied to sales and marketing problems — ideally including prototyping, pilot execution, or translating AI outputs into CRM workflows and user experiences.
• Experience with data migration tools (Scribe, KingswaySoft, SSIS) and data quality techniques.
• Certification: Microsoft Certified: Dynamics 365 Fundamentals or related functional certifications.

Behavioral competencies:

• Collaborative and service‑oriented: builds strong relationships with stakeholders and supports adoption.
• Pragmatic problem‑solver: focuses on practical solutions that deliver business value.
• Adaptable and resilient: thrives in change and ambiguity typical of high‑velocity programs.
• Customer‑focused: keeps end‑user experience and adoption front and center.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can collaborate with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, Traveller community, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at [e-mail] to discuss any specific needs.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office‑based teams will identify at least one “anchor day” per week on which their full team will be together in person.