At a Glance
- Tasks: Lead the design and optimisation of our Dynamics 365 CRM platform.
- Company: Join a forward-thinking company in London with a hybrid work model.
- Benefits: Competitive pay, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and career advancement.
- Why this job: Make a real impact by driving digital transformation and enhancing customer experiences.
- Qualifications: 10+ years of Dynamics 365 experience and strong business analysis skills.
The predicted salary is between 56250 - 68750 £ per year.
Job Title
Senior Dynamics 365 CRM Functional Consultant & Product Owner
Job Location
London, UK (Hybrid - 4 days per week from office
Job Type
Contract (6 months) / Permanent
Job Description
Role Summary
We are seeking a highly skilled
Dynamics 365 CRM Functional Consultant and Product Owner to lead the design, evolution, and optimization of our Microsoft Dynamics 365 Customer Engagement platform. The successful candidate will possess expertise in
- Dynamics 365 Sales, Customer Service, and Customer Insights
- , coupled with exceptional
Business Analysis, Requirements Gathering, Stakeholder Management, and Agile Product Ownership capabilities.
This role will act as the bridge between business stakeholders and technical delivery teams, ensuring business requirements are translated into scalable CRM solutions while driving the strategic product roadmap and prioritization of features that deliver measurable business value.
Key Responsibilities
Product Ownership & Roadmap Management
- Own and manage the Dynamics 365 CRM product roadmap.
- Define and prioritize business capabilities, features, and enhancements aligned with strategic objectives.
- Collaborate with business leaders to identify opportunities for process improvement and digital transformation.
- Create and maintain product backlogs, epics, features, and user stories.
- Lead roadmap planning sessions and quarterly prioritization activities.
- Define success metrics, KPIs, and adoption measures for CRM initiatives.
- Balance business value, technical feasibility, risk, and cost when prioritizing requirements.
Functional Consulting
- Design and optimize lead-to-opportunity and opportunity-to-cash processes.
- Support forecasting, territory management, sales pipelines, and relationship selling processes.
- Leverage integrated Microsoft tools including Power Platform and Copilot capabilities.
Dynamics 365 Customer Service
- Design customer support and case management solutions.
- Improve service delivery processes, SLA management, knowledge bases, and customer self-service experience.
- Support customer experience and service transformation initiatives.
Dynamics 365 Customer Insights
- Design customer segmentation and audience strategies.
- Develop customer journey and engagement use cases.
- Support customer analytics and insight-driven decision making.
- Collaborate with business teams to leverage customer intelligence for growth and retention initiatives.
Business Analysis & Requirements Management
- Facilitate workshops with business stakeholders across multiple departments.
- Elicit, analyze, document, and validate business requirements.
- Translate business needs into functional specifications and user stories.
- Document current-state and future-state processes.
- Produce process maps, customer journeys, business capability models, and solution designs.
- Define acceptance criteria and support User Acceptance Testing (UAT).
- Manage requirement traceability throughout the project lifecycle.
Agile Delivery Leadership
- Act as Product Owner within Agile teams.
- Lead sprint planning, backlog grooming, sprint reviews, and retrospectives.
- Prioritize and refine user stories with development teams.
- Work closely with Solution Architects, Developers, QA teams, and business stakeholders.
- Drive continuous improvement and iterative delivery practices.
- Ensure alignment between roadmap objectives and sprint deliverables.
Stakeholder Management
- Build strong relationships with senior business and technology stakeholders.
- Present solution options, recommendations, and business cases.
- Influence decision-making at both operational and executive levels.
- Facilitate workshops and steering committee discussions.
- Act as the trusted advisor for CRM strategy and solution adoption.
Required Skills & Experience
Dynamics 365 Expertise
- 10+ years of Dynamics 365 CE / CRM experience.
• Strong functional expertise in
- Dynamics 365 Customer Service
- Dynamics 365 Customer Insights
- Strong understanding of Microsoft's CRM ecosystem and roadmap.
- Dynamics 365 Customer Insights Journeys
- Microsoft Copilot for Dynamics 365
- Power Apps
- Power Automate
- Dataverse
- Business Analysis
- Expert requirements elicitation and documentation capabilities.
- Process modelling (BPMN, Visio or equivalent).
- Business capability mapping.
- Gap analysis and solution assessment.
- Benefits realization and KPI definition.
- Agile & Product Management
- User story and acceptance criteria definition.
- Experience with Azure Dev Ops and/or Jira.
- Roadmap planning and prioritization frameworks.
- Strategic Thinking
- Product Management
- CRM Solution Design
- Business Analysis
- Stakeholder Engagement
- Requirements Gathering
- Facilitation and Workshop Leadership
- Agile Delivery
- Customer-Centric Mindset
- Analytical Problem Solving
- Exceptional Communication Skills
- Leadership and Influence
- Success Measures
The successful candidate will
- Deliver a clear and business-aligned Dynamics 365 roadmap.
- Increase CRM adoption and business value realization.
- Translate complex business needs into actionable Product Backlog items.
- Improve customer acquisition, service performance, and customer experience outcomes.
- Ensure successful delivery of CRM enhancements using Agile methodologies.
- Act as the strategic owner of the Dynamics 365 Customer Engagement platform and its future evolution.
- #J-18808-Ljbffr
Senior Dynamics 365 CRM Functional Consultant & Product Owner in London employer: Falcon Smart IT (FalconSmartIT)
Falcon Smart IT is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong emphasis on employee growth, we provide opportunities for professional development through cutting-edge projects and the latest technologies, ensuring our team members thrive in their careers. Enjoy the unique advantage of a flexible work schedule with four days in-office, allowing for a balanced work-life experience while contributing to impactful solutions in the tech industry.
Contact Details:
Falcon Smart IT (FalconSmartIT) Recruitment Team
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We think you need these skills to ace Senior Dynamics 365 CRM Functional Consultant & Product Owner in London
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✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Falcon Smart IT (FalconSmartIT) uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
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