Interim CRM Business Change Lead

Interim CRM Business Change Lead

Location: Amsterdam (3–4 days on-site per week)
Start date: 5 January
Duration: 2–3 months (extension possible)
Hours: 32–40 per week (40 preferred)
Language: English (Dutch is a plus)

Important Note

This is not a Project Manager role.
Not a CRM implementation PM, not a delivery role, not a configurator.
Specific CRM product experience (e.g., Dynamics) is not required.

This assignment is fully focused on business change, strategy, alignment, and challenging the organisation.

Context & Background

The organisation uses Dynamics 365, but the platform is currently underutilized. Sales, Marketing and Support each have different views on how CRM should be used in the future. There is a need for a single, unified direction and a clear CRM strategy supported across the business.

Role Objective

The Interim CRM Business Change Lead will:

• define and consolidate the CRM vision,

• drive business alignment through workshops,

• challenge Sales, Marketing and Support to identify real needs,

• translate requirements into a clear business document,

• and deliver a strategic CRM direction, requirements list and recommendations by the end of February.

Key Responsibilities

Vision & Strategy

• Define, consolidate and document the future CRM vision.

• Advise C-level stakeholders (CEO, CFO) on CRM strategy and priorities.

• Explain the strategic rationale for CRM as a commercial enabler.

Business Alignment & Workshops

• Lead workshops to uncover processes, challenges and needs.

• Bring together differing viewpoints into a single strategic direction.

• Challenge assumptions and guide the business toward effective CRM usage.

Processes, Requirements & CRM Capability

• Translate business needs into CRM functionality:

  • requirements for new features

  • process improvements

  • automation opportunities

• Improve CRM adoption, data quality, usability, and visibility of trading partner information.

• Document requirements and decisions in clear business-focused formats (not technical specs).

Marketing & Data Support

• Enable effective use of CRM for segmentation, campaign automation and performance tracking.

• Analyse CRM data to identify trends and provide data-driven recommendations that enhance commercial and marketing impact.

Collaboration with IT & Product

• Work closely with IT and Product Owners to guide CRM-related initiatives.

• Support the lifecycle from requirements to testing and release — without owning configuration or technical delivery.

Deliverables (By End of February)

1. Strategic CRM vision document

2. Key business requirements (including variations per business unit where relevant)

3. Recommendations and next-step roadmap

Required Experience & Skills

• Strong experience in CRM from a business perspective (Sales / Marketing).

• Good understanding of B2B relationship management and data-driven marketing.

• Familiarity with agile ways of working.

• Background in business change, process analysis or commercial strategy.

• Excellent communication and stakeholder management skills.

• Confident facilitating workshops and working directly with senior leadership.

• Analytical, structured and persuasive — able to challenge the business effectively.

• Comfortable in a fast-paced trading environment.

• CRM knowledge is needed conceptually, but no product-specific expertise is required.

Practical Information

• Start: 5 January

• Hours: 32–40 per week (preferred 40)

• On-site: Amsterdam, 3–4 days per week

• Duration: 2–3 months, with extension option

• Interviews: Available this week