CRM Specialist in Birmingham

Ready to lead a game-changing CRM transformation? Join our Digital and Data team and play a pivotal role in shaping the future of our workplace. We are harnessing the power of Microsoft technologies to revolutionise how we work, and we need your expertise to make it happen. As our CRM Specialist, you will take ownership of our Microsoft Dynamics 365 environment, leading its development, optimising performance, and becoming the go-to expert for all things CRM. This role is central to an exciting new project: implementing a Microsoft Dynamics-based Contact Centre that will transform customer engagement and streamline operations.

Please note that this is a 24 month Fixed Term Contract.

What you’ll be doing:

• Develop and deliver a CRM strategy aligned with our Digital and Data vision.
• Manage and optimise CRM services on the Dynamics 365 platform.
• Harness AI-powered features in Dynamics 365 to automate workflows and improve customer experience.
• Explore AI-driven chatbots and virtual assistants to enhance Contact Centre efficiency.
• Continuously evaluate emerging AI technologies to keep our CRM platform ahead of the curve.
• Oversee migration of legacy systems and data into Dynamics 365.
• Work with stakeholders to transform operations into a data-driven, customer-centric model.
• Create a single view of the customer using integrations, APIs, and modern technology.
• Define and manage CRM security, ensuring compliance with enterprise standards.
• Recommend and implement process improvements to enhance efficiency.
• Identify and manage risks, issues, dependencies, and opportunities for CRM services.
• Collaborate with Architects, Cyber Security, and Data Protection teams to ensure compliance and security.
• Partner with external suppliers to deliver solutions aligned with best practice and WMCA standards.
• Explore emerging CRM technologies to maintain a modern, scalable architecture.

What’s essential:

• Educated to degree level or equivalent in an IT discipline.
• Experienced in the Microsoft Dynamics space.
• Skilled in transforming a business into a data-driven customer-centric organisation.
• Experience with Dynamics 365 and other CRM platforms would be advantageous.
• Alignment of CRM architecture against enterprise standards and principles.
• Experience in Dynamics Contact Centre is highly desirable for this post.

Location: The location for this role is 16 Summer Lane, Birmingham, B16 3SD with at least 2 days a week spent in the office.

Salary and benefits:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + Statutory days.
• EV car benefit scheme.
• Healthcare plans.
• Discounted gym membership, will writing, and mortgage advice.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest-free financing through SmartTech to buy the latest technology.
• Discounted shopping with over 2,000 big-name retailers, and more.
• EyeCare Scheme, offering a free eye test and a financial contribution towards your glasses.

Why join WMCA? WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it’s needed most. What you do, really matters. Your expertise will help make a big difference, improving people’s lives, every day.

Our Values: Our behaviours sit at the heart of our values, helping to shape how we work together as WMCA employees and setting clear expectations.

• Collaborative Team Focused - working as part of a team, managing and leading.
• Service Driven - customer, resident and partner focused.
• Driven - Empowered and Accountable - taking ownership and leading when needed.
• Performance Focused - being ambitious and going the extra mile.
• Inclusive - One Organisation Mindset - believe in each other’s expertise.
• Open and Honest Communication - we do what we say we are going to do.
• Innovative - Forward Thinking - embrace change and open to new possibilities.
• Problem Solving - go for clear and simple whenever possible.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and supporting fair opportunities for all.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don’t fit the traditional "perfect candidate" mould.

We gladly consider part-time, flexible, and job share arrangements, so please don’t let these factors deter you from applying.

Right to Work in the UK: Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).