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 will 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.

How to apply:

Applying for a role with WMCA is straightforward. Follow these steps to get started:

• Create your Careers Account. Register with your name, email address, and a password.
• Build your Profile. Upload your CV to help populate your career and education details.
• Write your Supporting Statement. Make sure to address each of the required essential criteria.
• Submit your application. Do one final check and once complete, click submit.

Anonymised Applications: Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It’s your chance to showcase your skills and experience.

Using Artificial Intelligence (AI): We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting.

Reasonable adjustments: If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team.

Salary and benefits: We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered. We offer a comprehensive benefits package that includes:

• 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.
• You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

For more information, please visit the benefits page on our career site.

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.

Creating an inclusive workplace: 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).