CRM Manager – West Midlands SFR Recruitment Solutions have a brand-new opportunity for CRM Manager based in the West Midlands. Our client is an established and leading global brand of both mechanical and electrical locking solutions and door hardware products. Products designed for your safety and security. The EMEIA & UK CRM Strategy outlines the focal points and methodologies for delivering a great customer experience and increased loyalty across the business through marketing, sales, and service. A key enabler of this strategy is the rollout of the EMEIA CRM Core (the “CRM Core”), a Microsoft Dynamics based CRM tailored solution delivering harmonized settings and processes. The UKI Region is looking to appoint a CRM Manager to actively drive the rollout of the CRM Core and overall adoption of CRM across all UKI Businesses. This newly created role will be part of the shared services Business Development team and report to the Business Development Director. The role will involve working closely with CRM leads from EMEIA and the local stakeholders to ensure a successful CRM implementation in UKI while delivering to business expectations and objectives. The role will also have overall responsibility for Customer Excellence & Pricing Excellence and manage the existing roles of Customer Excellence Manager & Commercial Excellence Officer. Responsibilities Include: Strategic • Actively support the delivery of the UKI CRM Strategies while working closely with the EMEIA CRM Team, and regional and local CRM leads from business and IT. • Responsible for CRM-related knowledge transfer and communication across the region. • Support Commercial Development initiatives through CRM rollouts as required. Rollout and implementation • Drive and coordinate the rollout of the CRM Core across the local businesses in line with the agreed timeline. Marketing, Sales, and Service. • Monitor and report rollout progress, manage risks, and initiate appropriate corrective actions. Adoption • Become a subject matter expert in the CRM Core and guide local businesses through related change processes to ensure the best CRM adoption. • Take full responsibility for implementing regular adoption performance reviews. • Capture and consolidate feedback and requirements from the local businesses and contribute to the EMEIA CRM roadmap. • Drive a healthy CRM culture within region and local businesses by establishing a regional CRM community and actively contributing to the EMEIA CRM Forum. • Stay up to date with Microsoft releases and enhanced features to be able to take maximum advantage of the platform. Training and Support • Lead the regional training program and deliver local training to end-users and super users. • Responsible for any localisation of training material to ensure successful onboarding and adoption. • Ensure regional and local support organisations are in place and fulfil Tier 2 support level. • Responsible for ensuring timely testing of new Core releases within the respective local businesses and providing consolidated feedback to EMEIA. Essential Qualifications, Experience, and Personal Characteristics: • Business acumen, able to influence and drive change processes at all levels. • Proven experience as a successful project manager of implementation projects (e.g. CRM, Finance system, ERP, etc.). • Specific experience in the rollout and/or utilisation of the Microsoft Dynamics CRM platform is strongly preferred. • Educated in an industry-related degree. • Experience in delivering training programs and/or customer support, preferred. • Ability to communicate effectively and support or train multi-cultural users. • Professional English language skills, other European languages a plus. • Project Management Professional (PMP) or similar certification preferred • Strong computer, analytical, organizational skills. • Prepared to travel as required for the role. If you are interested in this position, please contact SFR Recruitment Solutions for a complete job description and a confidential conversation. Architectural Ironmongery | Internal & External Doors | Access Control | Window & Door Hardware