Role purpose
Ensure every function across the ActiveOps customer lifecycle has accurate data, trusted content, and clear standards to do their job well.
This role is the interface between the team who builds and maintains our CRM and knowledge management systems, and the business functions that use these services. It is the single point of contact for data, reporting, and collateral requests, and the first line of triage for system support. It works with data and content owners from the business functions to ensure quality and accessibility of information.
Skills and qualifications
Must have
- Experience working within a CRM environment with enough system literacy to distinguish a data problem from a configuration issue
- Comfortable working with data in spreadsheets and CRM systems, able to spot and flag quality issues
- Confident using CRM-native reporting tools, able to maintain existing dashboards
- Clear communicator, comfortable working with stakeholders across a variety of business functions and time zones
- Organised, able to manage multiple requests at the same time
- Reliable and proactive, able to follow through on routine tasks with minimal supervision
Desirable
- Experience with Microsoft Dynamics 365, SharePoint, or a comparable CRM/ERP platform
- Familiarity with knowledge management principles or content governance
- Background in a CRM analyst, business analyst, or operations analyst role
Role responsibilities
Data quality/governance for CRM and knowledge management systems
- Monitor data quality across the customer lifecycle in Microsoft Dynamics (MSD) and flag issues to functional data owners
- Maintain and apply shared data standards and definitions across all functions
- Monitor adherence to standards and escalate exceptions to functional data owners without taking on their ownership
- Support data completion following system changes by agreeing correction plans with functions, maintaining oversight and escalating where needed
- Maintain data lineage documentation across systems
- Work with Data Engineering to ensure MSD data is accurately represented in Databricks and other reporting platforms
CRM reporting and dashboards
- Maintain MSD-native dashboards in Dynamics covering function and region-specific reporting
- Maintain reporting standards for all MSD-native dashboards across regions and functions
- Act as first point of contact for all reporting requests, handling MSD-native requests directly and redirecting AO-wide requests to Data Engineering
- Investigate and resolve reporting anomalies, working with the Business Systems Lead where system changes are needed
Knowledge management and collateral
- Manage the content lifecycle for all ActiveOps trusted content across all functions, ensuring materials are correctly located, permissioned, and archived
- Coordinate content review and approval with functional owners to keep materials current and trusted
- Manage access and permissions for the knowledge management platform and MSD, including external users such as partners, coaches, and contractors
- Coordinate the collateral lifecycle for customer-facing materials across all functions, without owning content creation
- Maintain and communicate document management standards to ensure the business understands how knowledge should be stored and shared
CRM integrations
- Maintain visibility of all systems and tools that touch or integrate with MSD, ensuring integrations are documented and gaps are flagged
- Act as the primary point of contact between Business Systems and Data Engineering
Enablement and liaison
- Act as single point of contact for all data, reporting, and collateral requests across the customer lifecycle
- Capture and translate business requirements for system or data changes into clear specifications for the Business Systems Lead without directly configuring Dynamics
- Support teams with data standards, reporting tools, and lifecycle processes
- Gather and triage feedback on data, content, and system gaps, feeding into the Business Systems roadmap
- Help the Business Systems Lead keep documentation of development requests and system changes up to date
Support and intake
- Triage incoming support requests, resolving data and content issues directly or escalating configuration issues to the Business Systems Lead
- Classify all requests and manage the review process accordingly
- Maintain the Business Systems intake log, keeping all requests visible, prioritised, and communicated back to the requester
- Responsible for communicating change to all affected functions clearly and promptly
- Complete other tasks as requested by the Business Systems team