MS Dynamics Customer Engagement Lead - Director

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Job description

Connect to your Industry

Deloitte has a thriving and growing Microsoft Technology Services Practice and we are seeking a highly experienced Microsoft Dynamics 365 Customer Engagement (CE) leader to join us on this exciting journey.

You'll be responsible for driving strategic direction, operational excellence, and innovation in our Dynamics 365 CRM related offerings. This includes leading and mentoring a high-performing team, defining and owning the CRM client account strategy for the UK, overseeing the delivery of client projects, embedding CE into our assets and propositions and ensuring we remain at the forefront of industry trends.

Your deep understanding of the UK CRM market landscape, combined with strong consulting skills, existing client relationships, and a collaborative leadership approach will be crucial to expanding our impact and achieving our ambitious growth targets. By joining Deloitte's Microsoft Team, you'll collaborate with a team of experts, helping international organisations and iconic brands transform their core business capabilities with Dynamics 365 CE.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

In your role, you'll draw on your extensive commercial experience to build significant new business opportunities for the Firm. You'll combine this experience with your Dynamics 365 CE and broader CRM expertise and ability to build strong, lasting client relationships to source and nurture high value opportunities, create compelling proposals that showcase Deloitte's value proposition, and develop thought leadership and eminence in the market in alignment with the Firm's longer term growth ambitions.

You'll also play a key role in leading our growth-stage practice to position Deloitte as our clients' premier partner for delivering digital transformation enabled by Dynamics 365 CE. You will work with leadership to shape the growth of the practice, defining and executing on a strategic vision alongside a differentiated value proposition that will enable us to deliver the best experience and outcomes for our clients. In leading the Dynamics 365 CE team, you'll foster a sense of community both within the team and across the wider Firm in the UK and beyond, in line with Deloitte's shared values.

As a Director, you'll establish and manage Dynamics 365 CE related programmes, demonstrating excellence in technology delivery to ensure that our engagements meet our clients' needs and are delivered on time and within budget.

You'll be supported by Deloitte's global network of member firms and people. You'll also leverage our deep industry knowledge as well as access to leading edge tools, methods and frameworks to support excellence in business development and programme delivery. You'll work alongside a team of talented professionals who are passionate about Dynamics 365 CE, CRM and our growth trajectory. We offer our people world-class training programmes, mentorship opportunities and a clear career path within Deloitte.

As a Director, your day to day responsibilities can include, but are not limited to:

• Cultivating, owning and leveraging your long-standing, trust-based relationships with senior client stakeholders to understand their business challenges and transformation agendas, and bringing the best of Deloitte in helping to deliver in support of them
• Identifying and nurturing new CRM opportunities into fruition, leading on business development and commercial proposal activities such as:
• Building and owning a suite of internal, cross-functional, partner-level relationships across the Firm to:
  • Position and promote our Dynamics 365 CE capability and offerings across the Firm
  • Co-develop and execute integrated go-to-market strategies for target clients
  • Collaborate on architecting multi-disciplinary solutions that unlock value for clients where they need it most
• Leading the end-to-end delivery of complex, multi-million pound Dynamics 365 CE enabled digital transformation programmes for clients, including
  • Managing programme delivery from end to end, with responsibility for programme delivery quality, risk management and senior stakeholder management
  • Building high performing, multi-disciplinary teams, including partnering and collaborating with clients and other Deloitte member firms across the globe in mixed team environments to deliver against programme objectives
• Nurturing the growth, and supporting talent development, of our Dynamics 365 CE practitioners, and ensuring that we are developing the future-facing skills required to meet the demands of our clients

Connect to your skills and professional experience

We're searching for a CRM Microsoft Dynamics 365 CE leader who is more than just a technically proficient leader. While deep expertise in Dynamics 365 CE, strategic leadership, client relationship management, team development, and commercial acumen are all essential, we're also seeking someone who truly aligns with Deloitte's values, thrives in our collaborative culture, and is driven by our purpose of making an impact that matters. If you're a passionate leader who inspires others, builds strong relationships, and is committed to delivering exceptional client experiences, we encourage you to apply.

Dynamics 365 Expertise

• Proven track record of successfully winning and delivering large scale, multi-market, complex CRM programmes enabled by Dynamics 365 CE , encompassing sales, service, marketing and field service modules in particular, as well as customer insights and project operations modules
• Strong understanding of Dynamics 365 CE architecture, data model, security, and integrations
• Experience in delivering AI powered (Copilot) and Power Platform enabled CRM solutions desirable

Strategic leadership

• Extensive experience as an influential and effective leader within the Microsoft CRM space, including significant experience in a strategy setting and/or leadership role within a professional services environment
• Proven ability to develop and distribute differentiated points of view within the CRM market, for example through proposition development, campaign development and execution, industry conferences / presentations

Client relationship management

• Demonstrable experience of developing and managing a portfolio of successful, long term client relationships and accounts, with a proven track record of generating new business opportunities and expanding existing engagements
• Comfortable engaging and influencing at C-suite level

Commercial acumen

• Proven ability to manage all stages of a commercial engagement, including proposals, contracting, and delivery, with responsibility for managing budgets, profitability and revenue accountability, resourcing, quality and risk management, billing
• to develop quality value propositions that meet client needs and accountability over commercial outcomes
• Strong written and verbal communication, presentation and facilitation skills, with the ability to present complex information clearly and concisely
• Experience in a role with accountability over P&L is desirable

Programme delivery

• Significant demonstrable experience in successfully leading large-scale and complex Dynamics 365 CE enabled programmes from end to end, including the alignment of the technology delivery with the client's broader strategic business transformation objectives
• Experience in delivering using both Agile and traditional programme methodologies (e.g. Scrum, Kanban, Prince2, SAFe)

People development

• Proven ability to create and develop high performing, diverse teams within an inclusive culture
• Experience in mentoring or coaching talent within a professional services organisation

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.

Customer

Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Our hybrid working policy

You'll be based in London with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level .

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers