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 Us:
* 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.