Dynamics 365 Product Owner/Business Lead

Dynamics 365 CRM Product Owner / Business Lead

Location: Manchester, hybrid working with typically three days per week on site and occasional UK travel
Role scope: Group wide

The opportunity

The client is seeking a business focused Dynamics 365 CRM Product Owner to take ownership of their existing Dynamics 365 Sales and Customer Insights platform and lead its evolution and adoption across the wider group.

Dynamics CRM is already live within part of the organisation and delivering value. The next phase is about embedding, improving, and scaling that capability. The focus is on ensuring the platform is used consistently, data is trusted, and teams understand how CRM supports growth, collaboration, and client outcomes.

This role sits within Group IT to maintain a group wide remit but is deeply embedded in the business. It is a product ownership and adoption leadership role, not a development or support position. The successful candidate will be the internal subject matter expert for Dynamics CRM, acting as the bridge between business stakeholders, IT, data teams, and Microsoft implementation partners.

About the role

Dynamics 365 CRM ownership

• Act as the group owner for Dynamics 365 Sales and Customer Insights
• Own the CRM product roadmap, backlog, and prioritisation in line with business strategy
• Ensure the platform is configured, used, and evolved to deliver measurable business value
• Serve as the internal authority on Dynamics capability, configuration options, and best practice

Adoption, enablement, and data quality

• Drive user adoption and engagement across the organisation
• Establish and promote best practice for CRM usage, data quality, and standards
• Develop training, enablement, and guidance for users and super users
• Build a network of CRM champions across business units to embed consistent ways of working

Business engagement and change

• Work closely with business leaders, marketing teams, and client facing functions to understand needs and pain points
• Translate business requirements into clear and practical CRM solutions
• Act as a trusted advisor, helping stakeholders understand what Dynamics can and cannot do
• Support cultural change away from siloed tools and spreadsheet driven processes

Delivery and partner collaboration

• Work with Microsoft implementation partners during design, delivery, user acceptance testing, and release cycles
• Support data migration and consolidation from legacy or acquired CRM systems
• Collaborate with internal IT, data, and Power Platform teams to ensure alignment with wider group architecture and governance
• Contribute to the planning and mobilisation of future CRM rollouts across additional business units

Continuous improvement and future roadmap

• Own continuous improvement of the CRM platform, staying up to date with Dynamics releases and capability
• Identify opportunities to enhance reporting, insights, and customer visibility
• Contribute to early stage thinking around future expansion of the Dynamics platform, including potential ERP or Finance and Operations initiatives, where appropriate

What the role is and is not

• This role is a business facing Dynamics CRM product ownership and adoption leadership position
• It is hands on with configuration, capability, and continuous improvement
• It plays a central role in shaping how CRM is used across a growing group
• This role is not a Dynamics development role
• It is not a support desk or ticket driven admin role
• It is not a pure infrastructure or Power Platform governance role

Essential experience

• Strong functional experience with Dynamics 365 CRM, particularly Sales and ideally Customer Insights
• Proven experience owning or leading a CRM platform from a product or functional perspective
• Demonstrated success driving user adoption, data quality, and behaviour change
• Confidence engaging senior stakeholders and influencing ways of working
• Experience working with external delivery partners and internal technical teams

Desirable experience

• Experience rolling out CRM across multiple business units or acquired organisations
• Background in professional services, advisory, or complex stakeholder environments
• Familiarity with the wider Microsoft ecosystem including Dataverse, Power Platform, and integrations
• Awareness of Dynamics Finance and Operations or ERP environments, though not essential

Why join

• The role offers the opportunity to own and shape a group wide CRM platform at a pivotal stage
• It provides high impact visibility across IT leadership and the wider business
• There is genuine scope to influence how data, CRM, and customer insight support growth
• The client offers hybrid working with flexibility, supported by a collaborative and pragmatic culture
• Fast growing organisation with an enviable culture
• Excellent overall package
• Leave a lasting legacy and really impact the organisation in a positive way