CRM Change Specialist

Our client, operating in financial services is looking for a motivated and dedicated CRM Change Specialist to join their team. 

This role focuses on driving user adoption and managing the change process associated with the implementation of a Customer Relationship Management (CRM) system. The goal is to ensure a seamless transition to the new system, maximize user engagement, and foster long-term business value through ongoing advocacy and adoption leadership.

 Responsibilities:

• Assist in creating and executing a comprehensive change management plan for CRM rollout.
• Work with leadership and project teams to assess risks and develop mitigation strategies.
• Develop and execute communication plans to keep stakeholders informed throughout the transition.
• Facilitate workshops and training to educate users on new systems, processes, and workflows.
• Conduct impact assessments and stakeholder analyses to identify risks and challenges.
• Monitor change initiatives and assess their effectiveness.
• Build strong relationships with stakeholders to align CRM initiatives with business goals.
• Identify areas for improvement and help translate business needs into system requirements.
• Work with the implementation team to ensure the system is configured to meet business needs and optimize workflows.
• Develop and manage user support resources (e.g., help desk, knowledge base).
• Create reports and dashboards to track progress on CRM implementation, user adoption, and system performance.
• Analyze data to identify opportunities for system optimization and improvements in user behaviour.

• Experience in banking or financial services, with exposure to the local market.
• Proven expertise in change management or project management, particularly in IT or system rollouts.
• Change management certifications (e.g., CCMP, Prosci) and ideally, Dynamics 365 CRM certifications.
• Ability to work under pressure and adapt to changing circumstances.
• Strong customer-centric mindset and a high level of responsibility and commitment.

• At least 3 years of experience in CRM system implementation and user adoption.
• Minimum MQF Level 5 Diploma in Banking, IT, Management, Business, Finance, or related fields.

• Hybrid working
• Flexible working hours
• Health insurance