Job Title: Dynamics 365 Implementation Lead
Location: Uxbridge, London (Hybrid)
Salary: £70,000–£75,000
Right to Work: Must hold UK settled status or a British passport
About the Role:
We are looking for a Dynamics 365 Implementation Lead for a global brand to lead the rollout of Microsoft Dynamics 365 Customer Service (Case Management and Customer Insights) and Contact Centre across our EMEA and APAC businesses. You will play a key role in integrating CRM with existing systems, including D365 F&O and Salesforce Commerce Cloud, and ensuring a seamless experience for both B2C and B2B customers.
This is a hands-on, strategic role where you will drive adoption, support teams, and continuously improve CRM processes. You will work with internal stakeholders, 20 countries, and external partners to deliver a scalable, user-focused CRM platform.
What You’ll Do:
Lead end-to-end CRM implementation projects, from planning to rollout and ongoing support
Integrate Microsoft Dynamics 365 with ERP and eCommerce platforms
Define, document, and optimise CRM processes, user journeys, and data flows
Provide training, onboarding materials, and ongoing support to drive adoption
Monitor CRM adoption, performance metrics, and user feedback for continuous improvement
Ensure data integrity and compliance with regulations such as GDPR
Support change management initiatives and internal communications
What We’re Looking For:
Proven experience implementing Microsoft Dynamics 365 Customer Service / Contact Centre
Experience integrating CRM with ERP (D365 F&O) and eCommerce platforms (Salesforce Commerce Cloud preferred)
Strong project management and stakeholder communication skills
Understanding of CRM strategy, customer lifecycle management, and data governance
Proactive, self-starting mentality with the ability to drive complex projects independently
Bonus: Experience with Power Platform, Azure services, or customer analytics
Why Join :
Hybrid working with office-based days in Uxbridge
Salary £70,000–£75,000
25 days holiday which increases with service
Opportunity for international exposure with some travel across EMEA and APAC
Work in a fast-moving, collaborative environment to shape the clients CRM strategy
Right to Work:
Candidates must have UK settled status or a British passport due to international travel requirements