Salary Range: £45 000 - £57 000 Your opportunity We are seeking a proactive, people-focused CRM Manager to join our Marketing and Growth team. Your primary responsibility will be to optimize and integrate Dynamics 365 CRM into our business's daily operations. How you’ll make a difference You’ll own the process and management of our CRM system, ensuring all users maintain data integrity and use the system for client engagement, lead nurturing and pipeline development You’ll be as comfortable with engaging with our team as you will be understanding CRM system requirements. We’re a rapidly growing business, and this role is imperative to our success. You will: Develop and implement CRM strategies and best practices using Dynamics 365 to enhance customer loyalty and retention through initiatives such as loyalty programs, referral schemes, feedback surveys, and personalised offers. Collaborate closely with the Client Experience Manager to measure and track client experiences and service quality levels. Manage and optimize the Dynamics 365 CRM system to ensure optimal performance and functionality, including data quality, security, integration, automation, and reporting. Analyse customer data and insights to identify opportunities for improvement and growth, such as customer segmentation, behaviour patterns, preferences and needs Optimise and automate processes and ensure consistency across the business Provide comprehensive training materials and support for the wider team to facilitate effective CRM utilization. Monitor and report on the effectiveness of CRM initiatives and provide recommendations for enhancement, such as key performance indicators, metrics and feedback analysis Collaborate with internal and external stakeholders to ensure alignment of CRM objectives and expectations, such as sales, marketing, service, finance, and legal teams, as well as vendors, partners and consultants Provide training and support to CRM users and resolve any issues or queries, such as user manuals, workshops, webinars, FAQs and troubleshooting You’ll be ideal for this role if: You have 5 years of experience optimizing and embedding CRMs, and 2 experience with Dynamics 365. You are able to build workflows, logic, and tests within the CRM. You are able to monitor data, pipelines, UX and customer journeys. You are able to present to, encourage and train people to use CRM. You’re passionate about data and analytics. You’re results-orientated and like to think outside the box. You’re tech-savvy and have experience within the Microsoft ecosystem. We know you have a lot to offer, which is why we want to give you the freedom to thrive no matter who you are or what your background is. You will have every opportunity to use your creativity in how you approach your work and the support to innovate. Inclusion, diversity and talent development are a fundamental aspect of who we are, and we welcome applications from candidates who share and champion these values. You will play an integral part in helping to make BKL a great place to work with a sense of belonging for everyone. High challenge, high support If you enjoy problem-solving and a fast-changing environment, you will thrive in this role. As in all BKL roles, you will be able to take a flexible approach: balancing independent work with teamwork, and remote working with time in the office with colleagues. You can get an insight into life at BKL on this page or by browsing our social media. We’re proud to be one of the few Certified B Corporations in the accountancy sector. In joining us, you’ll become part of a business that’s committed to balancing profit and purpose. Take your Next Step If this sounds like the role for you, and BKL sounds like the place for you, we’d be delighted to talk with you about the career you could build here. That begins with an application via our jobs portal Part of how we’ll get to know you, and make sure we’d work well together, is aptitude & psychometric testing during our selection process. The start date of this role is as soon as possible so we’re ready when you are