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MS Dynamics CRM Product Manager - Watford - B

Date: Jun 11, 2019

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID141258BR
Job TitleMS Dynamics CRM Product Manager - Watford - B
CountryUnited Kingdom
LocationWatford
FunctionKPMG Business Services
Service LineITS
Service Line InformationOver 1,000 people make up KPMG Business Services and they all play a key part in the firm's success. Whether they're in finance, procurement, HR, facilities, marketing or IT, they provide crucial support to the people who work in our UK offices. Flexibility and adaptability. These are just a couple of the things KPMG looks for in its IT Services team. We're a function of KPMG Europe LLP and, as such, we're a group that constantly needs to deliver a highly-flexible, customer-focused service in response to the changing needs of the business.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description
Job Title: CRM Product Manager – MS Dynamics
Business Unit: IT Services
Grade: B (Senior Manager)
Reporting Manager: Head of Programmes and Projects
Work Location: (Watford or Manchester base with travel to Watford)
Travel Required: Yes


Role Synopsis:
As a Senior Manager within the UK ITS Programme and projects team, you will be responsible for the delivery of the strategic direction of the UK firms CRM platform from a technology perspective as well as ensuring the successful delivery of the BAU programme of application enhancements which will be driven by UK business requirements.

Working with the business you will be required to build strong relationships with the key stakeholders and help define the future roadmap of the CRM platform that compliments the key deliverables of the UK firm’s strategy. You will be required to provide timely and appropriate updates on the CRM programme and BAU progress and ensuring any required escalations are addressed in a timely and appropriate manner while ensuring ongoing management of any associated risks and issues.

In addition to the technology roadmap and oversight of CRM programme delivery you will also have accountability for leading the application operational support, working closely with the outsourced service provider delivering this service as well as with our service operations management team.
The product owner will also work closely with the technical architecture team to help ensure that any future changes to the CRM platform are aligned to the wider technology strategy of the firm.
Working closely with the UK firms Information governance teams the product manager will be responsible to ensure full compliance of the CRM platform in relation to the required key controls and data governance.
They will also liaise with any relevant 3rd parties, including playing a key role in the Microsoft relationship for MS Dynamics and Adobe from a campaign management perspective. The product manager will also be responsible for keeping up to date with the relevant provider technology roadmaps, actively seeking opertunities to use technology solutions to improve the customer experience of the CRM platform.

Key Accountabilities:

- Develop and manitain a clear understanding of the business strategy around the CRM platform and clearly formulate the delivery priorities to the ITS CRM team where required.
- Establish the appropriate goverance structure to manage and drive the CRM platform within the business.
- Lead the relationship with the business customers and business leadership/ owners, bringing the voice and priorities of the customer to the forefront.
- Prioritise issues and have sufficient autonomy to make decisions
- Become a business expert with deep content knowledge around the CRM platform and be able to communicate at various levels within the organisation to help drive required business outcomes.
- Actively participate in Design Solution discussions and help provide input from a customer perspective
- Proactively identify features to be delivered based on voice of the customer and key business stakeholder discussions.
- Owns the technology vision, roadmap, and content presentations in repsect of the CRM platform (including adobe campaign manager)
- Demonstrate new functionality in release demonstrations, and be accountable for analysing functionality against the business direction.
- Lead and manageproduct management meetings with various vendors to represent the UK firm in the correct forums.
- Identify ways to improve processes so they are lean and efficient while meeting business delivery requirements in line with CRM backlog and new Change requests.
- Identify ways to continually improve on the existing quality standards.
- Providing approiate reporting around the CRM plarform, with regards to performance, Change Requests, SLA compliance and process improvement.
- As a KPMG senior manager you will be required to be an active member of the extended Programme and projects management team.
- Line management responsibilities for one or more of the ITS CRM team including; objective setting; performance management; guidance and support; specific coaching when and where required.

Essential Experience

- Significant demonstrable experience in MS Dynamics project delivery and operational transition and run
- Demonstrable MS Dynamics and Adobe Campaign product knowledge with a key ability to help drive the future direction of the platform, whilst maintaining the key focus on the business strategy and priorities.
- Ability to work positively with the full range of individuals and groups involved in the usage of the CRM platform.
- Effective Stakeholder management skills and experience at all levels.
- Provides an Outside-In, Customer-Driven, Design Thinking Perspective.
- Ability to develop and maintain effective working relationships with members of the various ITS teams.
- Necessary seniority to be able to take on the responsibilities required of the role.
- Strong leadership and management skills.
- Being able to understand the wider objectives and Strategy of ITS as well as the Programme and projects project portfolio.
- Ability to find innovative ways of solving or pre-empting problems.
- Driven and enthusiastic with a ‘can-do’ attitude and clear sense of ownership to get the job done in a practical and pragmatic fashion.
- Fluent written and oral communications skills. Able to demonstrate effective interpersonal skills that can be executed credibly to inspire confidence in you and the delivery of the project.
- Problem solver with a pragmatic and tenacious attitude to seek out resolutions.
- Educated to degree level or equivalent in a business related subject or relevant experience in a business or IT environment



Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.



Returning to work after a break
At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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