CRM Administrator (Microsoft Dynamics)

Job description


The IPA customer relationship management (CRM) system, built in Microsoft Dynamics 365, is an essential platform used to hold information on all IPA members and other contacts the organisation works with.

As well as organisation and contact record information, our MS Dynamics is closely integrated with our website and learning management system (LMS) and holds information on online purchases and bookings (events, courses and qualifications). This information feeds into an annual report demonstrating the value our members receive from the IPA.


The CRM administrator will be accountable for maintaining the integrity of the CRM and will work with all departments to help them ensure their data is accurate, complete and up to date.

This may involve bringing in data from outside CRM to augment what we already store on our members to help drive more bespoke interactions with our members.

The role will work with staff to develop reports and marketing lists plus work with our CRM Development Manager to help the IPA continuously improve its CRM and related processes.

The role will provide support, training and best practice guidance for IPA staff on how to use and make the most of the CRM.

We are looking for someone with good practical experience of CRM and with a proven track record of increasing use and accuracy of CRM throughout an organisation.


The IPA has returned to a hybrid home/office-based working pattern after the COVID lockdown. Currently this is set as two mandatory days in the office (Tuesday and Wednesday) with the other week days either at home or in the office if needed.

This role will need to be office based when other staff are in attendance.


Accountable for accuracy for the IPAs CRM data

Maintaining and updating data in the CRM system to ensure accurate records of customer information

Reviewing data for deficiencies

Participate in business process discovery workshops with the technology team

Create reports for internal teams, supporting decision making

Intervene where data consistency is not according to standards

Work with CRM team to help implement standards and best practices

Ensure adherence to company-wide rules and best practices – this includes GDPR and other legal requirements

Troubleshoot errors that inhibit the efficiency of the interaction between people and technology - identifying opportunities for improving staff satisfaction with CRM

Provide Training & Team Support

Provide initial and ongoing training to staff on how to use the CRM

Responsible for timely collation of data for annual (Value for Money) members report


Friendly, positive, naturally helpful - being able to work with people at all levels of seniority will be a major aspect of this role

A good “teacher” with patience - you should be able to explain CRM, data and processes to staff of varying levels of technical competency and CRM experience

Initiative-led, problem solver

Good analytical skills

Team player / collaborative thinker

Confident communicator (Written / Verbal)

Good at managing time, prioritising own work and be flexible and adaptable

Be able to continuously review current processes and seek efficiencies where possible


- Essential -

Microsoft Dynamics 365
Experience of advanced finds, reports, marketing lists
Understanding the potential for Dynamics customisation
Microsoft Excel

- Desirable -

These are nice to have; any experience will be beneficial but is not essential
Marketing email platforms (like DotDigital, Vertical Contact, Mailchimp etc).
CMS platforms (like Umbraco, WordPress, etc)
Microsoft PowerBi
Microsoft Power Automate
Data formats (CSV, XML etc).

The Package

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The Agency