Job Title: Dynamics 365 Implementation Lead Location: Uxbridge, London (Hybrid) Salary: £70,000 £75,000 Right to Work: Must hold UK settled status or a British passport About the Role: We are looking for a Dynamics 365 Implementation Lead for a global brand to lead the rollout of Microsoft Dynamics 365 Customer Service (Case Management and Customer Insights) and Contact Centre across our EMEA and APAC businesses. You will play a key role in integrating CRM with existing systems, including D365 FandO and Salesforce Commerce Cloud, and ensuring a seamless experience for both B2C and B2B customers. This is a hands-on, strategic role where you will drive adoption, support teams, and continuously improve CRM processes. You will work with internal stakeholders, 20 countries, and external partners to deliver a scalable, user-focused CRM platform. What You ll Do: Lead end-to-end CRM implementation projects, from planning to rollout and ongoing support Integrate Microsoft Dynamics 365 with ERP and eCommerce platforms Define, document, and optimise CRM processes, user journeys, and data flows Provide training, onboarding materials, and ongoing support to drive adoption Monitor CRM adoption, performance metrics, and user feedback for continuous improvement Ensure data integrity and compliance with regulations such as GDPR Support change management initiatives and internal communications What We re Looking For: Proven experience implementing Microsoft Dynamics 365 Customer Service