For our client in the public sector, we are on the eve of an organization-wide implementation of a new CRM landscape based on Microsoft Dynamics 365 Customer Engagement. This program touches virtually all departments, domains and customer processes within this very large organization. For this transformation, we are looking for a Business Consultant CRM who can connect people and processes as well as play a key role in supporting management with the organizational implementations of CRM.
Your Impact As a Business Consultant CRM, you will be a strategic advisor and link between business, IT and the various business units. You understand how customer processes work, how Microsoft Dynamics 365 Customer Engagement can support them, and how to align stakeholders from different parts of the organization. You:
– Contributes to the organization-wide CRM strategy;
– helps establish a uniform, future-proof way of working;
– Supports the management(s) in the organizational implementations of CRM, for example around design of processes, ways of working and cooperation between divisions.
What will you do?
– (Strategic) Advising on CRM strategy, process optimization and customer journeys within an organization-wide CRM program.
– Analyze business needs and translate them into functional designs in Dynamics 365 CE.
– Connect stakeholders from different organizational units so that processes, definitions and expectations are well aligned.
– Support management(s) in organization-wide implementations of CRM/Dynamics CE (governance, roles/responsibilities, practices).
– Collaborate with the central CRM program, Dynamics platform team and Power Platform experts.
– Supervise implementations, releases, changes and adoption of new CRM functionalities.
– Identify risks, dependencies and improvement opportunities in both technology and processes.
– Function as a sparring partner for product owners, domain experts, management and external partners.
– Contributing to a federated governance model: autonomy within domains, supported by central frameworks.
What do you bring?
– Experience as a (strategic/ tactical) Business Consultant, Process Consultant or Functional Consultant in CRM environments.
– In-depth knowledge of Microsoft Dynamics 365 CE (e.g. Customer Service, Case Management, Dataverse).
– Experience with the Power Platform (Power Apps, Power Automate) is a strong plus.
– Strong analytical ability and the talent to translate complex issues into workable solutions.
– Experience with organization-wide implementations or change projects, preferably in (very) large organizations.
– Excellent communication and connecting skills; you move easily between operational, tactical and strategic levels.
– Knowledge of agile working or SAFe is welcome.
– Experience in the public sector is an advantage, but not a requirement.
What do we offer you? We ask quite a lot, and offer a lot in return. You will be working in a complex agile work environment, where taking initiative and collaboration are highly valued. The position is varied and versatile. We offer you the opportunity to make a direct and substantial contribution to the development of excellent digital services with impact for the Netherlands.
Also a good work-life balance and attractive benefits. Furthermore, you can expect the following from us:
– A central role within a very large digital change project with impact.
– The opportunity to help build a modern CRM landscape that supports thousands of colleagues.
– A scale in up to a maximum of approximately €112K all-in per year based on 40 hours for a senior candidate, that is:
– Includes a 13th month and includes 8% vacation pay.
– Good pension provision.
– Hybrid working.
– A laptop, smartphone and other amenities to work well at home.
– A workplace that is easily accessible by ov.
