Job Description

Job Introduction

Are you a CRM expert with a passion for driving digital transformation?


We're looking for a dynamic and forward-thinking professional to help shape the future of our workplace.


Join our Digital and Data team, where we're harnessing the power of Microsoft technologies to revolutionise how we work. As our CRM Specialist, you'll take ownership of our Microsoft Dynamics 365 environment - leading its development, optimising its performance, and becoming the go-to expert for all things CRM.


This role is pivotal as we kick off an exciting new project: implementing a Microsoft 365 Dynamics-based Contact Centre. Your expertise will be crucial in delivering a seamless, innovative solution that enhances customer engagement and streamlines operations.


If you're ready to make a real impact and thrive in a collaborative, tech-driven environment, we'd love to hear from you.

Please note, this is a 2-year fixed-term contract.

What will you be doing?

Assist in the development of a CRM strategy in line with the Digital and Data to drive change throughout the business and its partners. Focus on our new Dynamics Contact Centre project. Manage the delivery of the CRM services on our platform (Dynamics 365). Migrate legacy systems and data into the CRM platform. Work with the business to transform operations into an optimised CRM platform. Develop a "single view of the customer" ensuring data from corporate systems is visible to CRM users using integrations, APIs and other technology. Define and manage security within the CRM. Recommend improvements to existing processes and products and working with business teams to achieve their outcomes. Identify and manage risks, issues, dependencies and opportunities for CRM services. Work closely with Architects to ensure we comply with all relevant requirements, capturing all relevant data and further develop the architecture to support at an enterprise level. Working with Cyber Security and the Data Protection Officer to ensure that we are meeting required standards implementing tools that monitor and enforce policies. Work with external suppliers and agencies in implementing solutions utilising best practice and compliance with WMCA standards and policies. Work with new and emerging CRM technologies to provide a modern, scalable CRM architecture.

About you.

Educated to degree level or equivalent in an IT discipline. Experienced in the Microsoft Dynamics space. Skilled in transforming a business into data-driven customer-centric organisation. Experience with Dynamics 365 and other CRM platforms would be advantageous. Alignment of CRM architecture against enterprise standards and principles. Experience in Dynamics Contact Centre is highly desirable for this post.

Location.

The location for this role is 16 Summer Lane, Birmingham, B19 3SD with 1-2 days a week spent in the office, subject to managers discretion/ business requirements.

How to apply

.


Applying for a role with WMCA is straight forward. Follow these steps to get started.

Create your Careers Account.

Register with your name, email address, and a password.

Build your Profile.

Upload your CV to help populate your career and education details.

Write your Supporting Statement.

Make sure to address each of the required essential criteria.

Submit your application.

Do one final check and once complete, click submit.

Anonymised Applications.

Your uploaded CV won't be visible after submission. Our process is anonymised, and

only the information in your profile is used for shortlisting

. Be thorough in each section, it's your chance to showcase your skills and experience.

Using Artificial Intelligence (AI)

We cannot stop anyone from using AI help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.


Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the

FAQs

section of our careers site.

Reasonable adjustments.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).

Salary and benefits.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.


We offer a comprehensive benefits package that includes:

Local Government Pension Scheme (

one of the most generous pension schemes in the UK

).

28 days

paid annual leave (with an option to purchase more).

EV car benefit scheme.

Ethical

saving options

and

healthcare plans.

Discounted

gym membership, will writing

and

mortgage advice.

An option to

buy a bicycle

, including e-bikes and adapted pedal cycles, at a discounted rate.

3 days

of paid leave each year to

volunteer

.

Interest free financing

through SmartTech to buy the latest technology

Discounted shopping

with over 2,000 big-name retailers, and more.

For more information, please visit the

benefits page

on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.


We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.

Creating an inclusive workplace.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with 'Leader' status, committed to interviewing applicants with disabilities who meet all the essential role criteria.


We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.


We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.


Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).