Roles & responsibilities
The Assistant Manager – CRM Data Management is a functional delivery role responsible for maintaining data quality, operational integrity, and reporting visibility across the Microsoft Dynamics 365 CRM platform. This role acts as the primary offshore liaison for onshore stakeholders, ensuring day-to-day CRM operations are managed with accuracy, accountability, and minimal escalation. The role requires strong functional knowledge of Dynamics 365, an analytical mindset for Power BI reporting, and the ability to work independently within a governed delivery framework. In this team, your responsibilities will include delivering and executing project(s) on behalf of KPMG teams and clients (onshore teams). Your responsibilities will include:
1. CRM Data Operations & Quality Management
•Own day-to-day data management activities within Dynamics 365 including account, contact, opportunity, and activity record maintenance
•Conduct regular data audits to identify duplicates, incomplete records, and data inconsistencies; drive resolution in coordination with onshore teams
•Ensure CRM records accurately reflect current engagement status, account ownership, and pipeline stage in line with governance standards
•Support data activities such as bulk imports, record merges, and field updates using Dynamics 365 import functionality
2. Process Documentation & Governance
•Maintain and update Standard Operating Procedures (SOPs) for all CRM data management workflows
•Define, document and monitor appropriate data quality metrics; lead monthly KPI and SLA reporting for the data team, including assessment of completeness, accuracy, and timeliness against agreed targets
•Support implementation of data governance policies, ensuring team adherence to data entry standards and field validation rules
•Maintain exception log, escalating critical items to the Manager or onshore lead with clear context
•Assist in onboarding new junior team members by providing process walkthroughs and maintaining reference documentation
3. Stakeholder Coordination & Onshore Support
•Serve as the primary offshore point of contact for the onshore project lead; manage task intake, prioritization, and progress communication proactively
•Attend regular onshore-offshore meetings, prepare meeting notes, and track action items to closure
•Translate onshore business requirements into structured CRM update tasks and reporting deliverables
•Flag data anomalies, process gaps, or governance risks proactively, with recommendations for resolution
•Coordinate with MBS team for system configuration queries, view requests, and access management
4. User Support, Issue Management & UAT Coordination
•Act as a first point of escalation for CRM user support requests, triaging and resolving issues related to data maintenance, record updates, bulk exports, and access queries within agreed SLA timelines
•Liaise with business teams to diagnose and classify data-related issues — determining whether resolution requires a technical fix, data correction, or process redesign, and routing accordingly
•Capture, log, and clearly document bugs and system defects identified within Dynamics 365, providing well-structured defect descriptions (steps to reproduce, impact, screenshots) to enable efficient resolution by technical teams
•Coordinate with the MBS team to support UAT testing cycles for CRM system changes, data team enhancements, and new feature rollouts — including test case execution, defect tracking, and sign-off documentation
•Work closely with other Pillars within the CRM team — including Learning and Adoption and Process development team — to provide support on documentation, process materials, and cross-functional deliverables, ensuring consistent data standards and knowledge sharing across the broader CRM practice
5. Power BI Reporting & Dashboards
•Build, maintain, and refresh Power BI dashboards aligned to CRM data — covering pipeline health, account coverage, data completeness scores, and activity tracking
•Design report layouts that translate CRM data into actionable business insights for onshore CRM Data manager and leadership
•Manage data model connections between Dynamics 365 exports and Power BI, ensuring accuracy of underlying datasets
•Develop standard monthly and quarterly reporting packs including KPI summaries, exception reports, and trend analysis
•Respond to ad-hoc reporting requests from onshore stakeholders within agreed turnaround timelines
6. Continuous Improvement
•Identify and propose improvements to existing CRM workflows, reporting processes, and data management practices; act as a champion for process improvement within the data team by reviewing current processes, optimising queries, and driving adoption of more efficient ways of working
•Stay current with Dynamics 365 functional updates and assess relevance to current team operations
•Contribute to team capability development through knowledge sharing, peer reviews, and documentation of best practices
7. People Management
•Actively communicate program progress, opportunities, and challenges to Performance Manager, partnering with leadership to drive accountability, resolving obstacles and foster a high-performing result-driven team
•Drive people management and development through clear goal-setting, structured guidance, and support for non-performers, ensuring all team members achieve role success