Eden Scott’s client is looking for a Maternity cover Customer Data Management Lead with strong Financial Services experience to oversee our global Microsoft Dynamics CRM support function. This is a strategic leadership role, ideal for an individual who thrives in complex, regulated environments and can deliver operational excellence at scale.
As the CRM Support Lead, you will take ownership of a high‑volume global support organisation, ensuring seamless service delivery for over 5,? users across multiple regions. You will lead and develop a team of specialists, manage مالي critical escalations, and partner with senior stakeholders to drive continuous improvement and innovation within the Microsoft Dynamics platform.
Key Responsibilities
* Provide vision and direction for global CRM support operations, aligning with business objectives in a Financial Services environment.
* Influence senior stakeholders and present insights to executive leadership.
* Lead, mentor, and develop a global team of CRM support specialists.
* Ensure resource allocation meets global coverage requirements.
* Act as the senior escalation point for complex, high‑impact issues.
* Collaborate with product, engineering, and business teams to resolve critical incidents swiftly.
* Oversee SLAs and KPIs, ensuring compliance and performance standards are met.
* Analyse support metrics and trends to identify opportunities for process improvement.
* Drive change management for major releases and enhancements.
* Develop and maintain training programs and documentation for global users.
Requirements
* Extensive experience in Financial Services, ideally within a global organization.
* 5+ years’ experience with Microsoft Dynamics CRM (or similar enterprise CRM), including leadership at Director level.
* Proven track record in managing global teams and delivering operational excellence.
* Strong stakeholder management and communication skills, with experience influencing senior leadership.
* Expertise in escalation management and incident resolution in complex environments.
* Analytical mindset with experience in reporting and continuous improvement initiatives.
* Ability to lead organisational change and global programs.
Eden Scott offers the services of an employment agency for permanent work and an employment business for temporary work. To apply or discuss further, please call 0131 550 1100 or email Karen.kerr@edenscott.com. We never send CVs anywhere without your prior consent.
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