Our client, operating in financial services is looking for a motivated and dedicated CRM Change Specialist to join their team.
This role focuses on driving user adoption and managing the change process associated with the implementation of a Customer Relationship Management (CRM) system. The goal is to ensure a seamless transition to the new system, maximize user engagement, and foster long-term business value through ongoing advocacy and adoption leadership.
Responsibilities:
- Assist in creating and executing a comprehensive change management plan for CRM rollout.
- Work with leadership and project teams to assess risks and develop mitigation strategies.
- Develop and execute communication plans to keep stakeholders informed throughout the transition.
- Facilitate workshops and training to educate users on new systems, processes, and workflows.
- Conduct impact assessments and stakeholder analyses to identify risks and challenges.
- Monitor change initiatives and assess their effectiveness.
- Build strong relationships with stakeholders to align CRM initiatives with business goals.
- Identify areas for improvement and help translate business needs into system requirements.
- Work with the implementation team to ensure the system is configured to meet business needs and optimize workflows.
- Develop and manage user support resources (e.g., help desk, knowledge base).
- Create reports and dashboards to track progress on CRM implementation, user adoption, and system performance.
- Analyze data to identify opportunities for system optimization and improvements in user behaviour.
Requirements
- Experience in banking or financial services, with exposure to the local market.
- Proven expertise in change management or project management, particularly in IT or system rollouts.
- Change management certifications (e.g., CCMP, Prosci) and ideally, Dynamics 365 CRM certifications.
- Ability to work under pressure and adapt to changing circumstances.
- Strong customer-centric mindset and a high level of responsibility and commitment.
Education and Experience
- At least 3 years of experience in CRM system implementation and user adoption.
- Minimum MQF Level 5 Diploma in Banking, IT, Management, Business, Finance, or related fields.
Benefits
- Hybrid working
- Flexible working hours
- Health insurance
Job Reference: QE218
