Title:
CRM Implementations Lead – Microsoft Dynamics 365
Type:
Permanent
Location:
Dublin City Centre (hybrid)
We're looking for a Senior CRM Implementations Lead to own the end-to-end delivery of Microsoft Dynamics 365 CRM solutions across the business. This role blends deep Dynamics expertise with delivery leadership, stakeholder management, and strategic thinking. You'll be accountable for translating business needs into scalable CRM solutions, leading complex implementations, and ensuring Dynamics 365 becomes a true growth and efficiency platform—not just another system.
Key Responsibilities:
CRM Strategy & Delivery
* Lead the
end-to-end implementation
of Microsoft Dynamics 365 CRM (Sales, Customer Service, Marketing, Field Service as applicable)
* Own solution design, configuration, customization, and deployment aligned to business goals
* Define CRM roadmaps, phased rollouts, and long-term optimization strategies
* Ensure best practices in Dynamics architecture, data modeling, security, and scalability
Stakeholder & Business Engagement
* Partner with senior business stakeholders to gather requirements and translate them into clear functional designs
* Act as the primary CRM subject-matter expert, advising on platform capabilities and trade-offs
* Manage expectations across business, IT, and external partners
Technical Leadership
* Oversee integrations between Dynamics 365 and other systems (ERP, data platforms, marketing tools, APIs)
* Guide data migration, data quality, and governance initiatives
* Review and approve customizations, plugins, Power Automate flows, and Power Platform components
* Ensure alignment with Microsoft Power Platform best practices
Team & Vendor Leadership
* Lead and mentor CRM administrators, developers, and business analysts
* Manage implementation partners and vendors, ensuring delivery quality and value
* Set standards for documentation, testing, and release management
Governance & Continuous Improvement
* Establish CRM governance, change management, and release processes
* Monitor system performance, adoption, and user experience
* Drive continuous improvement through enhancements, automation, and analytics
Required Experience & Skills
Core Requirements
* 7+ years of CRM experience, with
significant hands-on leadership in Microsoft Dynamics 365 CRM
* Proven track record leading
large-scale CRM implementations
from design through go-live
* Deep functional knowledge of Dynamics 365 modules (Sales, Customer Service, Marketing, etc.)
* Strong understanding of the
Microsoft Power Platform
(Power Automate, Power Apps, Power BI)
* Experience integrating Dynamics 365 with enterprise systems
Leadership & Delivery
* Experience leading cross-functional teams and managing third-party vendors
* Strong stakeholder management and communication skills
* Ability to translate complex business requirements into pragmatic technical solutions
* Comfortable operating at both strategic and hands-on levels
Technical & Functional Knowledge
* Dynamics 365 configuration, security roles, workflows, and customization
* Data migration and data quality best practices
* Understanding of Azure services and integration patterns
* Familiarity with Agile / Scrum delivery methodologies
Nice to Have
* Microsoft Dynamics 365 or Power Platform certifications
* Experience in multi-country or multi-business-unit CRM rollouts
* Background in industries such as financial services, SaaS, healthcare, or retail
* Change management or user adoption leadership experience
What Success Looks Like
* Dynamics 365 CRM is widely adopted, stable, and delivering measurable business value
* Stakeholders view CRM as a strategic platform, not just an IT tool
* Implementations are delivered on time, on budget, and with high user satisfaction
* The CRM team operates with clear standards, governance, and a roadmap for growth