Senior, CRM Specialist

Driven by the passion to improve quality of people's lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

We looking to hire a senior CRM specialist (Dynamics 365) who will be part of the global retail CRM team, focused on implementing, optimizing, and supporting CRM solutions across the organization. This role ensures that CRM is fully leveraged to increase business performance, support customer engagement, and deliver measurable business value.

This position has global responsibility and would primarily be implementing and supporting Dynamics CRM in markets across EMEA. You will collaborate with local management and global teams to ensure user adoption, training, and support. You will have to maintain data integrity, configure user access, and ensure security compliance. Support CRM-related digital communication tools and integrations.

• You will operate independently to implement, configure, and optimize Microsoft Dynamics CRM across retail markets.
• You will be responsible for specific countries, providing ongoing support, conducting workshops, and leading monthly meetings with local stakeholders.
• Manage CRM rollout projects in collaboration with the global CRM team, ensuring smooth implementation in new markets.
• System deployment, project management, user training, operational support, reporting, and close collaboration with the global CRM team to drive continuous improvement and enhance CRM effectiveness.

CRM Implementation & Development (Configuration and Customization)

• Develop and configure new features within Microsoft Dynamics 365 CRM, based on business requirements from local markets or as part of broader strategic initiatives to enhance the product.
• Contribute to the evolution of our CRM platform by identifying and implementing improvements, leveraging new technologies, and ensuring that the team remains at the forefront of Dynamics 365 innovations and best practices.

User Training & Documentation

• Train and educate users and stakeholders, ensuring they can effectively use Dynamics 365 CRM. This includes preparing release notes, user guides, and other documentation to support system updates, new features, and best practices.

Team Collaboration

• Participate in daily stand-ups with the Retail CRM Team to provide updates on your tasks, share progress, and raise any challenges or requests for support as needed.

• 3-5 years of experience working with Microsoft Dynamics 365 CRM, including configuration, customization, and optimization.
• Proven experience providing CRM support (2nd and 3rd line), with the ability to communicate effectively across different teams, cultures, and nationalities.
• Strong technical skills in maintaining and updating workflows, global metadata, system views, reports, and dashboards, as well as other core CRM components.
• A proactive approach to staying informed about new Dynamics 365 functionality and identifying opportunities to enhance CRM performance and user experience.
• Solid understanding of software architectures and how CRM integrates within a broader digital ecosystem.
• Demonstrated ability to conduct engaging on-site and virtual training sessions for diverse audiences.
• Experience with project and change management is a strong advantage. 8) Excellent communication, analytical, and problem-solving skills, with a collaborative and customer-focused mindset.

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.