Global Head of CRM - Luxembourg - End User - 75-90kEUR

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Global Head of CRM - Luxembourg - End User - 75-90kEUR

We are currently looking for a Global Head of CRM to pilot the European roll-out of MS Dynamics CRM at one of our clients, an end user based in Luxembourg.

Your objective in this role will be to define and deliver the global CRM roadmap, including the deployment of projects, maintenance of the existing capabilities. Development of a team of > 20 people in the direct reporting line and > 40 resources globally. Manage MS Dynamics CRM implementation and rollout global programs. Lead the maintenance of the MS Dynamics CRM Platform, ensuring the adherence to standard IT-solution processes and service levels.

Main Assignments :

Overall Leadership

1) Focus on Risk Management and Stakeholder Management at the highest levels of the organisation (senior leadership including C-level).

2) Ensure appropriate, timely information about content and progress of the implementation-project to all stakeholders, including Steering Committee, the National Service Centre and Operating Business Units.

3) Overall coordination of the Global CRM IT Practice.

4) Strategic roadmap design, implementation, and roll-out of MS Dynamics CRM, as well as other global solutions that are part of the CRM landscape.

5) Budget management.

Program Leadership

1) Lead the deployment of the group MS Dynamics CRM solutions in various international locations (Europe, USA).

2) Manage the Project Managers to ensure the programs in scope are delivered in scope, on time, and on budget.

3) Report overall program status.

4) Leverage expertise to influence the identification and validation of User Requirements.

5) Drive the formalisation of global standardised practice in process documentation.

6) Lead the user committees and / or local business units to integrate them into the CRM roadmap.

7) Act as the solution owner in the liaison with other IT Programs.

8) Contribute to the duly execution of the Release Management process, based on Scrum methodology, and coordinate with the offshore team located in Bangalore, India.

Customer Relationship Management Expertise

1) Process consultancy around the MS Dynamics CRM system.

2) Act as Solution Architect for the Customer Data, Sales & Marketing, Opportunity Management, and Service processes and reports.

3) Evangelize about Group Standard Processes and existing integration framework.

4) Lead the different training initiatives to local units on the MS Dynamics CRM tool.

To qualify for this role we are looking for people with the following skills & experiences :

* Experience of A-Z projects on MS Dynamics CRM, ideally as a consultant or PMO ;

* More than 5 years' experience with Dynamics CRM ;

* Experience of coordinating CRM roll outs ;

* Good team management skills ;

* Fluent English.

The benefits :

Salary package 75 - 90KEUR depending on experience, free travel across the globe, the chance to direct an entire CRM practice.

How to apply :

Please send your CV to à [email protected]