Job Title: Dynamics 365 Implementation Lead
Location: Uxbridge, London (Hybrid)
Salary: £70,000–£75,000
Right to Work: Must hold UK settled status or a British passport
  
About the Role:
We are looking for a Dynamics 365 Implementation Lead for a global brand to lead the rollout of Microsoft Dynamics 365 Customer Service (Case Management and Customer Insights) and Contact Centre across our EMEA and APAC businesses. You will play a key role in integrating CRM with existing systems, including D365 F&O and Salesforce Commerce Cloud, and ensuring a seamless experience for both B2C and B2B customers.
  
This is a hands-on, strategic role where you will drive adoption, support teams, and continuously improve CRM processes. You will work with internal stakeholders, 20 countries, and external partners to deliver a scalable, user-focused CRM platform.
  
What You’ll Do:

• Lead end-to-end CRM implementation projects, from planning to rollout and ongoing support
• Integrate Microsoft Dynamics 365 with ERP and eCommerce platforms
• Define, document, and optimise CRM processes, user journeys, and data flows
• Provide training, onboarding materials, and ongoing support to drive adoption
• Monitor CRM adoption, performance metrics, and user feedback for continuous improvement
• Ensure data integrity and compliance with regulations such as GDPR
• Support change management initiatives and internal communications

• Proven experience implementing Microsoft Dynamics 365 Customer Service / Contact Centre
• Experience integrating CRM with ERP (D365 F&O) and eCommerce platforms (Salesforce Commerce Cloud preferred)
• Strong project management and stakeholder communication skills
• Understanding of CRM strategy, customer lifecycle management, and data governance
• Proactive, self-starting mentality with the ability to drive complex projects independently
• Bonus: Experience with Power Platform, Azure services, or customer analytics

• Hybrid working with office-based days in Uxbridge
• Salary £70,000–£75,000
• 25 days holiday which increases with service
• Opportunity for international exposure with some travel across EMEA and APAC
• Work in a fast-moving, collaborative environment to shape the clients CRM strategy