Assistant Manager, CRM

Role Overview

BDO India is seeking a detail-oriented and process-driven Assistant Manager CRM Data Management & Operations to oversee the integrity, quality, and governance of customer and business development data within Microsoft Dynamics 365 (D365).

The role will be responsible for driving CRM data quality initiatives, managing stakeholder data requests, ensuring compliance with Master Data Management (MDM) standards, supporting user onboarding and access management, and partnering with internal teams to continuously improve CRM processes and data governance practices.

This position requires strong analytical capabilities, hands-on CRM administration experience, stakeholder management skills, and a proactive approach to driving operational excellence.

Key Responsibilities

CRM Data Governance & Quality Management

• Ensure the completeness, accuracy, consistency, and integrity of CRM data across Accounts, Contacts, Leads, Opportunities, Quotes, and Orders.
• Conduct regular audits of CRM records against defined MDM standards and implement corrective actions to address data quality gaps.
• Lead data cleansing, de-duplication, validation, and enrichment initiatives to improve overall CRM data health.
• Maintain and monitor CRM data quality scorecards, identifying trends, risks, and areas requiring remediation.
• Track compliance with CRM data entry standards across business units and prepare periodic management reports.
• Identify recurring data quality issues and recommend process improvements to strengthen governance controls.
• Maintain documentation including data dictionaries, governance guidelines, audit logs, and process documentation.

CRM Operations & Data Request Management

• Manage the firm's CRM Data Request Management process, ensuring timely and accurate resolution of stakeholder requests.
• Review and approve account creation requests in line with established governance protocols.
• Facilitate backend creation and maintenance of Accounts, Contacts, and Leads within D365.
• Ensure adherence to defined service levels for all requests:
• Standard Requests Within 3 business days
• Priority Requests Within 1 business day
• Monitor request queues, maintain tracking logs, and provide regular updates to stakeholders.
• Analyze request patterns and identify opportunities to automate repetitive activities and enhance self-service capabilities.
• Develop and maintain reusable reports, dashboards, and data assets to support business development and leadership requirements.

Stakeholder & User Management

• Act as a key point of contact for CRM-related data queries and support requests from Partners, Directors, and business teams.
• Support onboarding and offboarding of CRM users, ensuring appropriate role-based access and security controls.
• Collaborate with the Digital Office and relevant teams on data migration activities, system enhancements, configuration updates, and process improvements.
• Conduct user awareness sessions and promote adherence to CRM data governance standards and best practices.

Reporting & Continuous Improvement

• Prepare periodic dashboards and reports on data quality metrics, request turnaround times, compliance levels, and governance KPIs.
• Support the CRM Governance Lead in implementing data quality initiatives and governance frameworks.
• Identify process inefficiencies and drive continuous improvement initiatives to enhance operational effectiveness and user experience.
• Participate in CRM enhancement projects and contribute to the evolution of data governance capabilities within the firm.

Qualifications, Experience & Skills

• Bachelor's degree in Business, Commerce, Information Systems, Analytics, or a related field.
• 46 years of experience in CRM Operations, Data Management, Data Governance, or CRM Administration.
• Hands-on experience with Microsoft Dynamics 365 (preferred) or similar CRM platforms.
• Strong understanding of CRM data management, data quality, and Master Data Management (MDM) principles.
• Advanced Excel skills and working knowledge of Power BI.
• Experience in data cleansing, de-duplication, reporting, and maintaining data integrity across large datasets.
• Strong analytical, problem-solving, and stakeholder management skills.
• Detail-oriented, process-driven, and committed to data accuracy and governance.
• Ability to manage multiple priorities and deliver within defined SLAs.
• Excellent communication skills and a strong sense of ownership and accountability.