Dynamics 365 CRM Product Manager

Location: Cardiff, Basingstoke or Hemel Hempstead – Hybrid

Salary: £70,000

We are seeking a capable and business-savvy Dynamics 365 CRM Product Manager to lead the strategy, design, and evolution of our CRM platform. This is a hybrid role that blends traditional product ownership responsibilities with deep platform expertise—including hands-on configuration, role management and solution optimisation across the Dynamics 365 environment.

You will act as the central point of contact for CRM functionality, ensuring alignment with business processes and championing continuous improvement through well-informed design and feature decisions.

Key Responsibilities: 

Product Ownership

• Serve as the primary owner of the Dynamics 365 CRM product roadmap, prioritising features and enhancements in line with business goals.
• Work closely with stakeholders across departments to understand process needs, pain points, and emerging requirements.
• Provide clear guidance and analysis on the impact of change requests, new feature development, and system enhancements.

System Administration & Configuration

• Manage CRM user roles, access permissions, and security models to maintain appropriate access controls.
• Design and implement front-end changes within Dynamics 365 using no-code/low-code tools (e.g. form customisation, views, dashboards).

Automation & Integration

• Create and manage workflows and business process flows to support automation and operational efficiency.
• Integrate custom plugins and connectors into the CRM platform, working with developers where necessary.
• Contribute to the design of APIs and data exchange integrations between CRM and external business systems.

Change Control & System Integrity

• Own the change assessment process, evaluating the system-wide impact of requested changes and ensuring new functionality fits within existing frameworks.
• Act as a subject matter expert (SME) for Dynamics 365, supporting decision-making around CRM strategy and governance.

Maintain the Product Life Cycle

• Ensure all user stories are clearly defined and include comprehensive Acceptance Criteria.
• Plan, build, and manage development sprints, maintaining momentum and focus across teams.
• Monitor sprint progress, proactively manage ad hoc requests, and ensure timely delivery of sprint goals.
• Track, report, and provide feedback on bugs and issues throughout the development cycle.
• Coordinate and validate User Acceptance Testing (UAT), ensuring feedback loops are completed and outcomes are documented.
• Maintain thorough documentation for all new developments to support transparency and knowledge sharing.
• Ensure there is effective training and support to CRM users, ensuring successful adoption and utilisation of new features.

Team Management

• Lead and support the development team, fostering a collaborative and high-performance culture.
• Conduct regular 1:1s to provide guidance, feedback, and support individual development.
• Manage the Performance Development Review (PDR) process, setting clear objectives and tracking progress against goals.

Essential Skills & Experience

• Strong experience as a Product Owner, Business Analyst, or CRM Administrator in Dynamics 365 environments.
• Hands-on configuration of Dynamics 365 CE / Model-Driven Apps (forms, views, dashboards, business rules, BPFs).
• Experience with managing user access, security roles, teams, and field-level security.
• Knowledge of solution deployment pipelines and environment management across D365.
• Understanding of CRM development lifecycle, testing approaches, and change management processes.
• Ability to project manage transformation roadmaps and prioritise changes in line with stakeholder needs and product direction.
• Strong communication and stakeholder engagement skills.

Desirable Experience

• Working knowledge of Power Platform tools (Power Automate, Canvas Apps).
• Familiarity with Azure DevOps and solution lifecycle management.
• Experience working in agile or iterative delivery environments.

Personal Attributes

• Proactive and detail-oriented with strong organisational skills.
• Comfortable acting as a bridge between business and technical teams.
• Ability to anticipate downstream impact of CRM changes and guide others accordingly.
• Problem-solver with a continuous improvement mindset.
• Strong communicator, capable of managing both stakeholders and developers.

Benefits

• Hybrid working model
• Exposure to enterprise-wide CRM transformation initiatives
• Opportunity to shape the Microsoft platform strategy across multiple business units
• Competitive salary and benefits package
• 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Purchase holiday scheme
• Employee Assistance Programme
• Free onsite parking
• Enhanced Company sick pay
• Discounted retail vouchers
• Reduced gym membership
• Annual salary review
• SCG mobile benefit
• Employee referral bonus
• Onsite canteen offering free croissants and freshly made soup