Business CRM Specialist

Epson; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading technology company in Johannesburg is seeking a Business CRM Specialist to drive the adoption and optimization of MS Dynamics 365. The ideal candidate will possess strong analytical skills and advanced proficiency in Microsoft tools. Responsibilities include leading CRM best practices, conducting process analyses, and delivering user training. The role demands effective stakeholder management and the ability to influence senior leaders. This opportunity offers a chance to contribute to complex CRM strategies and enhance business processes.

Qualifications

• University degree in Computer Science or Business Analytics.
• Proven experience in CRM strategy and governance.
• Advanced proficiency in Microsoft Office Suite, Power BI and data visualization.

Responsibilities

• Act as the primary functional expert for CRM aligned with business objectives.
• Lead CRM adoption, governance, and best-practice implementation.
• Conduct advanced business process analysis to design efficient CRM workflows.
• Develop and deliver training programs to improve user proficiency.

Skills

Expert knowledge of MS Dynamics 365

Strong analytical and problem-solving mindset

Excellent communication skills

Experience in CRM strategy

Education

University degree in Computer Science or Business Analytics

Tools

Microsoft Office Suite

Power BI

Job description

Job title : Business CRM Specialist

Job Location : Gauteng, Johannesburg

Deadline : January 22, 2026

Your mission

• Act as the CRM Specialist, serving as a strategic partner and subject‑matter expert for CRM across the region. Drive adoption and optimization of MS Dynamics 365, lead continuous improvement initiatives, and translate business requirements into scalable CRM solutions.
• Proactively analyze business processes, identify opportunities for automation and enhancement, and collaborate with multiple stakeholders to ensure CRM is leveraged to its full commercial and operational potential.
• Fulfill a functional leadership role, blending strong business acumen, advanced technical understanding, and the ability to influence stakeholders across functions and geographies.

What you will do

• Act as the primary functional expert for CRM, ensuring alignment of CRM strategy with business objectives across Sales, Marketing, and Channel functions.
• Lead CRM adoption, governance, and best‑practice implementation, ensuring the system evolves in line with business needs.
• Conduct advanced business process analysis to design scalable and efficient CRM workflows, integrating with other business platforms where appropriate.
• Analyze customer requirements and translate them into technical/functional specifications understandable by the business community or usable by a professional IT developer.
• Develop and deliver targeted training programs and materials to improve user proficiency and adoption of CRM tools, and data quality.
• Identify the best solutions, either already available or to be implemented within the managed CRM platforms, according to best practice.
• Provide high‑level technical and functional support to CRM users and manage complex escalations, ensuring timely resolution and knowledge sharing.
• Troubleshoot when/where necessary; assess and test the cases assigned.
• Partner with system developers to define technical specifications, ensure quality of deliverables, timely progression of projects, and adherence to specifications.
• Lead or contribute to regional CRM enhancement projects, ensuring on‑time delivery, documentation, and adoption.
• Monitor and analyze usage patterns, generate insights through dashboards and reports, and recommend improvements based on data trends.
• Occasionally support IT with the configuration of Microsoft Dynamics CRM, based on the agreed specifications.

What we ask for

• University degree in Computer Science, Business Analytics, or related discipline.
• Expert knowledge of MS Dynamics 365; working knowledge of Salesforce is a strong plus.
• Proven experience in CRM strategy, process design, and governance.
• Strong understanding of data architecture, relational databases, and data quality management.
• Demonstrated ability to lead or contribute to complex CRM projects, including full project lifecycle from requirements to adoption.
• Advanced proficiency in Microsoft Office Suite including Excel (Power Query, Power Pivot), Power BI (dashboard design & data visualization), and process mapping tools.
• Excellent communication, facilitation, and stakeholder management skills with proven ability to influence senior leaders.
• Strong analytical and problem‑solving mindset with a focus on continuous improvement and business impact.