The Company

The client is based in 21 UK locations, with over 9,500 staff nationwide. They are renowned in the marketplace for their innovative and collaborative culture, commitment to delivering an outstanding quality of client service and enabling their own people to excel in everything they do.

The consultancy’s breadth and depth of services make it a leading force in its chosen areas of business – audit, tax, consulting and corporate finance – and it works with clients who vary from owner-managed businesses to large multinational operations. It takes pride in a long-standing reputation for providing an efficient service, an independent approach and world-class expertise.

The Team

The Customer Management Team has achieved year-on-year revenue growth of 24% and with over 140 professionals they are one of the UK’s leading and most distinctive providers of customer-centric business solutions. Focussing on the three areas of sales, customer service and marketing, they deliver solutions that help their clients maximise the value of their customer relationships.

The consultancy’s capabilities are much broader than those of the traditional CRM houses, they include: Customer and channel strategy, sales / marketing / service capability design, strategic / tactical operational improvement, process design, technology solutions, organisational design, and management of change around the resulting implementations. Whether their clients want to capture new customers or maximise the value from their existing customer relationships the Customer team can help.

Given the current market environment, there has been significant growth in projects aimed at reducing cost-to-sell and cost-to-serve for their clients. This is on top of a bedrock of interesting and varied assignments with businesses which are growing, changing or looking to address new markets. They are therefore looking for motivated business and technology consultants with a proven track record in their chosen area of CRM expertise to be part of, or lead, teams on client-facing engagements.

The Role

General Consulting
The client expect their Managers to be amongst the UK’s most experienced individuals in CRM. At this consultancy, Managers reflect a growing transition from deep expertise and delivery, into shaping and influencing engagements based on this expertise. They anticipate recruiting individuals with following skills and experience:

• proven track record of managing workstreams in a consulting (or project) environment and with direct responsibility for at least 4 personnel
• ability to successfully track and influence project financials, with experience of significant budgets (e.g. up to £250k)
• experience of working and engaging with stakeholders and sponsors, demonstrated by interpersonal excellence with all levels of seniority – from middle management to board level
• proven capability in influencing, coaching and advising team members – both internal and client personnel
• ability to clearly communicate a point of view when reaching consensus through negotiation
• experience of balancing project work (ie client deliverables) with practice management (eg line management, people development, professional development, methodology creation, commercial development or knowledge management)

CRM Consulting
They are keen to hear from candidates who can demonstrate the following expertise in relation to the sales, service or marketing functions of an organisation:

• ability to understand the business problem they are solving as well as the technical solution
• experience working in a self-motivated consulting environment, proven responsibility for their own career
• vision for how technology can solve business problems, and demonstrated passion for the topic
• experience in articulating strategy and vision
• contribution to the design of operating models
• experience of business process design and business process re-engineering skills
• expertise in systems implementations, involving the full development lifecycle from analysis through design, build and test to deploy, stabilise and optimise
• relevant experience in the change management effort required when enabling change (eg training, stakeholder management, role transitions, journey maps, communications or organisational design)

The Person

Due to their rapid growth in key focus areas, they are looking for candidates with experience in the following:

• Microsoft Dynamics CRM experience delivering both on-premise and via the cloud (either public or 3rd party / private clouds)
• Microsoft Dynamics CRM 2011 certified, and practical experience of implementation.  Microsoft Dynamics CRM 4.0 will be accepted but candidate needs to demonstrate thorough understanding and delivery of 2011
• Design experience – skills in designing technology components on engagements using Microsoft Dynamics
• Java / Javascript / .Net or similar programming language
• Experience with Microsoft Reporting Services (SSRS), Microsoft Analysis Services(SSAS), and Microsoft Integration Services (SSIS)
• Experience or understanding of complementary technologies such as SharePoint 2010 or BizTalk would be desirable

Other requirements:

• Experience in data cleansing and migration is desirable
• Experience in CRM Technical Architecture
• Technology focused degree
• Process design
• Running process and requirement workshops
• The candidate must be willing to cross train into other packages and go through client security vetting processes as appropriate

Industries
They develop deep and consistent client relationships through their industry teams which they are keen to grow in the following areas. They would particularly welcome candidates who can demonstrate a depth of experience in these sectors.

• Financial Services Industry
• Private Sector (Consumer Business, Technology Media & Telecoms, Consumer Commerce and Industry)
• Public sector (especially local and regional government)

Other

• Full travel mobility
• Right to live and work in the UK
• Minimum 2.1 degree or equivalent from reputable university

To apply for this role, please email your CV to recruit@mcgrawstone.co.uk