CRM - Product Owner in London

Overview

FRP is a 30+ site, 900+ headcount, full-service Business Advisory Firm.

We are seeking a CRM - Product Owner to lead the business adoption, value realisation and continuous improvement of our CRM platform across a national professional services organisation.

The role is predominantly business‑facing, focused on training, user adoption, stakeholder engagement, and translating business needs into clear user stories for delivery by IT and external partners.

This is not a hands‑on development role and does not involve specific line management of IT or development teams.

You will work closely with IT, Marketing, the Business, Dev Ops and third‑party suppliers to shape priorities and outcomes.

Responsibilities

• Own and deliver the CRM strategy and roadmap, ensuring strong engagement and measurable business value.
• Act as the primary business interface for CRM: partnering with Partners, Directors and central teams to understand use cases and translate them into prioritised user stories.
• Lead training, change and adoption programmes, driving consistent usage and best practice across the firm.
• Monitor adoption, data quality and benefits realisation; identify opportunities for improvement and optimisation.
• Oversee CRM initiatives and enhancements, working through established Dev Ops processes with IT and vendors.
• Ensure CRM data is captured, governed and used in line with GDPR and firm policies.
• Enable high‑quality reporting and insights to support marketing, BD and leadership decision‑making.
• Lead CRM data migration and rollout activities linked to acquisitions.
• Role Expectations
• You will have primary responsibility for the budget and team members supporting Microsoft Dynamics CRM.
• You will lead relationships, as influencer, collaborator and trainer, with IT, all Business Pillars and Marketing, to understand, prioritise, translate, oversee development of and demonstrate value from CRM development.
• You will have the primary managerial responsibility for delivering business value from CRM activity.
• Over one to two years you will lead the CRM to being an indispensable daily reference and the exclusive platform for Marketing activity.

Essential experience

• Professional services background with senior stakeholder exposure.
• Strong experience with Microsoft Dynamics CRM.
• Proven experience working within Dev Ops delivery models (backlog, user stories, prioritisation, releases).
• Track record of leading training, adoption and change for enterprise systems.
• Experience translating complex business needs into clear, actionable requirements.

Skills and attributes

• Commercially minded with strong analytical and problem‑solving skills.
• Excellent communicator and influencer at Partner and Director level.
• Highly organised, able to manage multiple priorities and national initiatives.
• High integrity, ownership and attention to detail.

Our Values

• Straightforward: We provide clear, no-nonsense advice.
• Confident: Our guidance is backed by expertise and evidence.
• Pragmatic: We focus on practical solutions and tangible outcomes.
• Real: We are professional yet approachable, understanding the challenges our clients face.
• Our Commitment to You and the Environment

At FRP, sustainability is integral to our strategy and operations.

Our sustainability depends on building and maintaining meaningful, long‑term relationships with all our stakeholders - including our employees, clients, and local communities - while also reducing our impact on the natural environment.

We are always striving to improve in all areas - whether it's our people, our clients, our planet or our governance.

Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape.

We are committed to fostering an inclusive, equitable, and diverse culture for our people.

We maintain an Equal Opportunities Policy, ensuring that recruitment and employment decisions are based solely on the skills and experience required for our professional services - regardless of ethnicity, race, sexual orientation, disability, or any other protected characteristic.

We believe every individual should have the opportunity to thrive.

Our learning and development programmes enable us to invest in growing our employees' careers. We aim to empower our team members to each achieve their potential.

We are committed to growing long-term relationships with our clients and supporting them in achieving their objectives.

We understand that our clients' sustainability and success lead to our sustainability and success.

We are emotionally invested in our clients right from the beginning.

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