CRM Change Analyst

Sony Europe is undergoing both an organisational and technology shift as we continue our transition to a multi-channel business with an emphasis on digital. In the digital age, consumers engage more directly with Sony, resulting in a vast growth in the volume of data we capture. Sony Europe is committed to providing our clients with a first-class digital experience with meaningful engagements and touchpoints from our wider team to deliver the service and provide the products to add value to their business endeavours. Central to this is the introduction of a new CRM system which will fully support our Sony Europe B2B organisational goals to improve efficiency, increase customer focus, improve UX, align business ways of working and overall deliver more automation to the sales processes for Sony Europe B2B organization. Thus enabling our sales teams to spend more time with customers on developing and growing their business with Sony.Managing and understanding how to use this data to improve everything from efficient business planning, customer experience & retention and campaign effectiveness will be key to the success of Sony Europe. This will be achieved through the introduction of a new CRM system at the heart of the Sony ecosystem which will provide insight via systematic integrations enabling the use of Data Analytics, Artificial Intelligence, and overall Data & AI Governance using the latest technology stack.We are seeking a CRM Change Analyst who will be responsible for providing technical support with BAU changes within Microsoft Dynamics 365 and contributing to the effective delivery of projects against the broader strategic platform roadmap. Additionally, you will heavily influence the creation and delivery of training programs for employees on the use of Microsoft Dynamics 365, as well as developing and implementing communication strategies to ensure effective adoption and utilisation of the CRM platform.You will:Provide daily operational support of the platform working directly with end-users to address queries and ensure the effective platform operation.Conduct routine maintenance and data integrity checks to mitigate data anomalies and duplications. Collaborate closely with the business groups to mitigate further breaches.Develop & implement Microsoft Dynamics 365 training programs, including creating training materials, conducting training sessions, and providing ongoing support.Collaborate with key stakeholders to identify training needs and develop a training plan that aligns with the organisational goals and objectives.Assist with implementing a communications strategy to promote awareness and encourage the adoption of Microsoft Dynamics 365.Liaise and engage with the wider CRM Team to support and contribute to platform improvements and project delivery.Develop & maintain a knowledge base of resources and materials to support ongoing training efforts.You will have:Bachelor’s degree in information systems, Business Administration, or related field.Expertise in the functionalities and features of Microsoft Dynamics 365 including an understanding of the platform’s architecture, modules, customization options, and integration capabilities.Experience in designing and delivering training programs, preferably in a technology-related field.Superb communication skills, including the ability to effectively communicate technical information to a non-technical audience.Excellent organisation skills and attention to detail.Demonstrated proficiency in analysing data and metrics to identify areas for improvement.#LI-DS1Your new officeBased at the Weybridge office, you will enjoy a vibrant and friendly working environment. We have an onsite canteen with a wide range of options available, and a barista style coffee shop. There is a well-provisioned onsite gym run by our own Sony Wellbeing Coordinator, with classes on set days in the mornings, at lunch and after work hours. We have a staff car park which includes electric charging points, an undercover and secure bike rack (useful if you’ve made the most of the Cycle-to-Work scheme), or if you will use public transport we have a shuttle bus service that regularly runs between train station and the office at peak times.We ensure competitive salaries and benefits by using established benchmarking. We encourage healthy work-life balance supported by hybrid and flexible working policies. We are a positive community who dream big together, respect each other, and enjoy a collaborative culture.We like to celebrate our colleagues who make a real difference using our recognition platform. We also provide access to numerous services and platforms for all aspects of wellbeing. We listen to our people through conversations and surveys, respect their suggestions, then act on them. We also provide allowances for volunteering days so that our staff can support the causes they are most passionate about.You can build your career around you with our fantastic range of learning & personal development programs to enhance your skills. We also encourage our staff to try exciting new roles, in a wide range of countries, with a supportive mobility team to support you if you take that leap!Bring your uniqueness to SonyWe are passionate about creating a culture that promotes equity and cultivates inclusion, diversity, and belonging. We want employees with diverse backgrounds and perspectives that will stimulate innovation and have a direct impact on our creation of social value to fulfil Sony’s purpose – ‘to fill the world with emotion, through the power of creativity and technology’. We want you to bring your unique self to work and help shape our culture.We are Sony Europe.Our people collaborate in an environment of respect, integrity, and open-mindedness. Diverse teams from all over Europe are the driving force for our business, and we embrace the differences that make each of us original and unique.With offices in 28 European countries, Sony Europe caters to consumer, professional, semiconductor and healthcare markets with innovative electronics products and solutions. Our European laboratories research and develop new technologies and capabilities that contributes to the Sony Group and important issues on a planetary scale.Bring your passion, creativity and ambitions to Sony Europe. Apply now, and let’s create the future together.Disability Accommodation for applicants to Sony Europe.Sony Europe will provide reasonable accommodation for any qualified individuals with disabilities in the application process. For reasonable accommodation requests, please contact us by email at
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or by mail to: Sony Europe B.V, Human Resources Department, the Heights, Brooklands, Surrey, KT13 0XW, UK. When contacting us please indicate the position you are applying for, and the accommodation required.About Us
Purpose
Fill the world with emotion, through the power of creativity and technology.
Values
Pioneer the future with dreams and curiosity.DiversityPursue the creation of the very best by harnessing diversity and varying viewpoints.Integrity & SincerityEarn the trust for the Sony brand through ethical and responsible conduct.SustainabilityFulfill our stakeholder responsibilities through disciplined business practices.
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