This role has both operational and strategic responsibilities with the candidate required to act as a lynch pin between the business owner of the CRM, our user base and the IT Services technology team that support the application. The tech specialist will ensure that the technical roadmap for our CRM aligns to the business change plan and strategy.
Working with the business owner and end users to identify, assess and prioritize small to medium changes required within the CRM Platform
Oversee the implementation of these changes by the VAA CRM Support Team, based within our IT Services Organisation
Oversee the implementation of twice yearly upgrades to the CRM Platform and any underpinning or supporting subcomponents
Work with VAA’s regression testing service to plan and monitor execution of testing activities prior to releases being implemented
Ensure that proposed changes align to internal security controls and guidelines, particularly where a change impacts, or utilizes customer data
Where necessary, work with the IT Services organization to obtain the appropriate approvals for CRM releases (e.g. via the Change & Advisory Board) and assist with the creation / updating of key documentation for the platform
Manage the backlog (held within JIRA), facilitating our Business’ ability to carry out prioritised demand planning of features and changes
Work with the CRM Support Team and colleagues from Microsoft to ascertain new releases / upgrades and features
Create, update and manage a yearly plan for the CRM platform, incorporating upgrades, small to medium releases and maintenance activities
Chair the monthly CRM change board which will include building the agenda, tabling the proposed change items, recording outcomes and agreeing next steps
Attend monthly service reviews with the CRM Support Team, tracking progress against minor releases, problem tickets
Where appropriate, identify new innovative functionality or business use cases that may be applicable to CRM.
Working with IT Contracts, track CRM & Azure service consumption metrics and monitor these against pre-defined limits
The ideal candidate for this role will have prior experience of configuring and modifying Microsoft Dynamics alongside supplier management as you’ll be managing and working with an outsource support provider.
You’ll possess a high level of drive and work with pace and resilience responding quickly in often challenging situations to offer expert and appropriate advice. As an excellent communicator with strong influencing ability and negotiation skills, you’ll have the capability to build and maintain strong and credible relationships as you’ll need to influence both business and technology stakeholders.
It's desirable you have experience working in iterative development methodologies (e.g. Agile Scrum) and worked with tools such as JIRA alongside exposure to GDPR or marketing legislation. In addition to the above, if you’re comfortable working in a complex and multi-faceted environment and able to demonstrate a hands on and results oriented approach then we would welcome an application from you.
Our pioneering spirit and passion keeps our brand vibrantly alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to seven flights a year to a wide range of fabulous Virgin Atlantic global destinations. Beyond a whole world of travel opportunities, we also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies.
Click here to follow us on LinkedIn and view our latest company updates and current live vacancies.
To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CVs. Please do not send unsolicited CVs to our job openings or to Virgin Atlantic employees. Virgin Atlantic is not responsible for any fees related to unsolicited CVs.