Mission Objective

Support the deployment of Microsoft Dynamics CRM to unify customer-relationship practices for service users (jobseekers, employers, partners) and ensure smooth, effective and consistent adoption aligned with public-service priorities.

Key Responsibilities

• Advise the Change team on the strategy to drive buy-in and adoption of the CRM (Dynamics).

• Coordinate and facilitate a cohort of 100 pilot users (pilot/MVP): scheduling, feedback, continuous improvement.

• Design and implement field adoption mechanisms: training, communications, enablement materials, coaching.

• Test & learn: feedback loops, action plans, and measurement of adoption KPIs.

• Business alignment: harmonise practices, manage impacts, and lead change across business processes.

• Governance: regular interactions with the project team and leadership; participation in the internal Change Committee.

Expected Deliverables

• Impact assessment and recommendations.

• Adoption strategy and rollout plan (training, communications, sponsorship).

• Adoption toolkit (guides, FAQs, learning paths).

• Pilot-group operating plan plus progress reports and adoption indicators.

Skills & Experience

• Change Management (e.g., Prosci/ADKAR or equivalent) Expert level.

• Microsoft Dynamics CRM: strong functional understanding and public-sector use cases.

• Facilitation of pilot groups / user communities Expert.

• Customer Experience: ability to link CRM to improved experiences for service users and staff.

• Test-and-learn mindset, high autonomy, excellent interpersonal skills.

• Tools: M365/collaboration; Agile methods appreciated.

Language

• French: native/required. Dutch/English: an asset.