CRM Support Lead - MS Dynamics

About the Role

We are seeking an accomplished and energetic CRM Support Lead to lead our Microsoft Dynamics CRM support function during a period of maternity leave cover. This is a highly visible leadership role, responsible for overseeing a global, high-volume support organisation and ensuring an exceptional user experience for over 5,000 users of our Microsoft Dynamics platform worldwide.

The successful candidate will drive operational excellence across CRM support, lead and develop a global team, manage complex escalations, and partner closely with product, engineering, and business stakeholders. You will play a critical role in maintaining platform stability, resolving issues quickly and innovatively, and continually improving how our users experience and engage with Dynamics CRM.

Its hybrid working, 4 days in their Edinburgh office, 1 day from home so you need to live within commuting distance.

This is a 50 week contract Inside IR35 (Umbrella).

Key Responsibilities

People Management

• Lead, mentor, and develop a globally distributed team of CRM support specialists, fostering a culture of collaboration, accountability, and continuous improvement
• Manage workload and resource allocation to ensure effective coverage for global support demands

Escalation & Incident Management

• Act as the primary escalation point for complex or high‑impact support issues, ensuring timely, effective resolution
• Coordinate with product, engineering, business stakeholders, and Microsoft as required to resolve critical incidents
• Communicate incident status and outcomes clearly to senior leadership
• Develop, maintain, and continuously improve escalation protocols and incident response plans

Support Operations Leadership

• Oversee day‑to‑day CRM support operations, ensuring SLAs and KPIs are consistently met or exceeded
• Analyse support metrics, ticket trends, and user feedback to identify opportunities for process improvements, training, and platform enhancements
• Drive improvements in support documentation, knowledge bases, and self‑service resources to reduce user friction and increase adoption

Change & Enablement Leadership

• Lead change management activities for new releases, major enhancements, and platform migrations
• Identify training and knowledge gaps based on support trends and user needs
• Create, update, and maintain training materials including documentation, videos, guides, and deliver ongoing functional training sessions

Key Requirements

• Extensive experience working with Microsoft Dynamics CRM or comparable enterprise CRM / sales and service enablement platforms
• Be experienced in a  team leadership or people management role
• Proven track record of leading, coaching, and developing high‑performing teams
• Demonstrated expertise in escalation management and incident resolution within complex enterprise environments
• Strong customer service mindset with the ability to communicate empathetically and effectively with users at all levels
• Excellent analytical skills and experience using support metrics and reporting to drive continuous improvement
• Exceptional communication and stakeholder management capabilities, including presenting to senior leadership
• Experience delivering global programs and driving organisational change
• Advanced problem‑solving skills with a proactive, positive, and resilient approach