CRM Change & Adoption Manager

CRM Change & Adoption Manager

For IP&SE

Location: Weybridge, UK

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 organisation. 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 Change & Adoption manager who will play a pivotal role in driving the successful implementation, adoption, and ongoing optimisation of the Sony B2B CRM platform. You will be responsible for leading change management initiatives ensuring effective user adoption strategies are implemented to maximise the value of our investment in the CRM platform (MS-Dynamics 365).

You will:

Change Management Leadership - Lead the change management efforts related to the implementation and evolution of MS-Dynamics 365 (Sales Module) including Stakeholder engagement, communication planning, and resistance management.

User Adoption Strategy – Develop and implement comprehensive user adoption strategies to ensure successful utilisation of MS-Dynamics 365 across the B2B organisation. This includes designing training programs, creating user guides & providing ongoing support.

Business Process Alignment – Collaborate with multi-functional teams to align the MS-Dynamics 365 functionality with business processes and objectives. Discover opportunities for process improvement & optimisation within the CRM platform.

Data Governance and Quality – Establish and administer data governance policies and procedures to maintain Data Integrity with Dynamics 365. Develop strategies to improve data quality and ensure compliance with regulatory requirements.

Performance Monitoring and Reporting – Define key performance indicators and metrics to measure the effectiveness of Dynamics 365 usage & adoption. Generate regular reports and dashboards to supervise progress and identify areas for improvement.

Continuous Improvement – stay abreast of industry best practices, new features and updates related to Microsoft Dynamics 365. Proactively seek opportunities to enhance system functionality and drive continuous improvement initiatives.

Create & implement a communications strategy – to promote awareness and encourage adoption of Microsoft Dynamics 365 among employees.

You will have:

Bachelor’s degree in information systems, Business Administration, or related field.

Demonstrable experience in change management, user adoption, and project management

Solid grasp of CRM systems, with specific experience in Microsoft Dynamics 365 configuration & customization.

Superb communication, interpersonal and leadership skills, with the ability to influence and engage partners at all levels of the Sony B2B organisation.

Proficiency in data analysis, reporting, and visualisation tools.

Relevant certifications in change management, project management, or Microsoft Dynamics 365 (e.g. Microsoft Certified – Dynamics 365).

Ability to thrive in a fast-paced environment and handle multiple priorities effectively.

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Your new office

Based 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.

Take a look at our Weybridge office here:

Life at Sony

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 Sony

We 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 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.

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