CRM Project Manager (Microsoft Dynamics 365)

Victim Support Scotland – Empowering People Affected by Crime

Who We Are

Victim Support Scotland (VSS) provides support and information to people affected by crime and campaigns for victim and witness rights. Regardless of whether a crime has been reported, or when it happened, our services are free, confidential, and tailored to individuals’ needs. 

Our vision is that people affected by crime – victims, witnesses, and their families – are treated with dignity and respect and are at the heart of the justice in Scotland. We put victims and witnesses at the heart of everything we do so they are heard, have improved health and well-being, feel safer, more secure, and informed and that we are an effective organisation, that makes a lasting difference.

Our mission at Victim Support Scotland is to ensure that those affected by crime receive high quality support that will help them recover from their experiences. We aim to do this by adhering to our own organisational values: Organisational Values

• Victims Are at the Heart of Everything We Do
• We Care
• We Work with Intent
• We Are Ambitious
• We Persevere

Everything we do is driven by our dedication to supporting and empowering victims and witnesses, so they have improved health and well-being, feel safer, more secure, and informed. We are an effective organisation that makes a lasting difference to the people we support, and these values are reflected in the behaviours expected of all staff and volunteers.

VSS is committed to the safeguarding and welfare of all of our service users and has a thorough and rigorous recruitment and selection process including PVG scheme checks in place to ensure this commitment is met.

What is the role?

This is an exciting opportunity to join our team as a CRM Project Manager on a fixed-term contract basis for 9-18 months, 4 days per week, working in our Glasgow and Edinburgh offices. This is a high impact role at the centre of a major transformation programme that will shape how we support people affected by crime across Scotland.

Working week will be between the following days and hours:

• Mon-Fri (4 days per week, flexibility considered) 9am - 5pm. 

Primary location: Glasgow & Edinburgh Offices. You will be expected to cover throughout other Localities/Offices. 

This is a critical, specialist role combining project management , business analysis and solution design leadership. It is central to ensuring the organisation avoids previous system design challenges and delivers a CRM platform that genuinely supports front-line service delivery.

You will be reporting directly to the Director of Corporate Services and will be accountable to the CRM Review panel, comprising of:

• Board Trustees
• Director of Corporate Services
• Director of Service Delivery
• Head of Service (National Programmes)
• Head of Digital & IT
• Head of Research & Data Insight

As CRM Project manager you will be responsible for:

• Understanding how VSS services operate in practice
• Translating complex operational processes into structured system requirements
• Leading procurement and supplier selection
• Managing and constructively challenging the implementation partner
• Ensuring the selected solution aligns with VSS’s service delivery model

The role requires hands-on ownership of discovery, process mapping, and requirements definition.

Key Accountabilities:

Discovery, Process Mapping & Solution Design

• Lead detailed current-state and future-state process mapping across VSS services
• Engage staff and volunteers to identify needs, gaps, and opportunities
• Translate business processes into structured functional and technical specifications
• Define workflows, data structures, integrations, and reporting requirements
• Ensure alignment with data protection, accessibility, and cyber security standards
• Identify and articulate non-standard requirements early, particularly where D365 may require configuration or workaround solutions

 Business Analysis & Requirements Translation

• Act as the lead business analyst for the programme
• Produce high-quality documentation suitable for system configuration
• Validate requirements with stakeholders and ensure shared understanding
• Maintain traceability from business need through to system design

Procurement, Tendering & Commissioning

• Develop and deliver the procurement strategy (partner and, if required, platform)
• Prepare tender documentation, evaluation frameworks, and scoring criteria
• Lead a transparent, compliant end-to-end procurement process
• Coordinate internal evaluation panels and support decision-making
• Lead supplier appointment and support contract negotiation

Implementation Partner Management & Challenge

• Act as the primary interface between VSS and the CRM implementation partner
• Ensure delivery against agreed milestones, quality standards, and budget
• Critically review and challenge supplier designs and assumptions
• Ensure system configuration reflects VSS operating model (not vice versa)
• Manage risks, issues, dependencies, and change control processes

Project Delivery, Governance & Reporting

• Establish and maintain robust project governance structures
• Maintain core project artefacts (plans, RAID logs, decision logs, dashboards)
• Report regularly to the CRM Review Panel
• Manage dependencies with wider organisational programmes
• Maintain pace and focus in a high-demand delivery environment

Stakeholder Engagement & Change Readiness

• Facilitate workshops, consultations, and design sessions
• Ensure strong engagement across operational and support teams
• Support organisational readiness for system adoption
• Maintain clear, consistent internal communication

Quality Assurance & Implementation Oversight

• Ensure all deliverables meet agreed specifications and standards
• Oversee testing processes (UAT, data migration validation, system assurance)
• Work closely with Digital & IT to ensure technical compliance
• Provide oversight of licensing implications and cost drivers (D365)

You will bring experience from a similar role and a commitment to your own professional development. As a confident and supportive leader, you will know how to motivate others, build trust, and drive performance. You’re comfortable working with data gathering, analysing, and presenting insights that help shape decisions. You believe in fairness and inclusion with the confidence to challenge discrimination, bias, or stereotyping when you see it. 

If you are looking for a role with a purpose, where you can really make a difference, we want to hear from you!

Further details of this role are available in the job description & the candidate pack –CRM Project Manager

Please note - This post will be subject to a satisfactory PVG/Disclosure check.

What we offer

Holiday

When you work for Victim Support Scotland, your wellbeing is important to us. We offer an enhanced annual leave package of 39 days (pro-rata) holiday. 42 days (pro-rata) from Grade 6 and above.

Pension

Save for the further and join the Standard Life Pension. Your future self will thank you. Our generous employer contribution will help you plan for the future.

Support

Sometimes we all need support and a listening ear. Our free and confidential Employee Assistance Programme can support your mental, emotional, and physical wellbeing. We also offer enhanced maternity and paternity pay and access to a credit union. 

Discounts

You will have access to our free health cash plan which includes cover for you and your family across a range of benefits, which include, dental cover, access to a virtual GP, counselling, legal support and discounts on gym memberships, cinema tickets, retail and much more. 

Flexibility and development

We are proud of our flexible and inclusive work policies, which help you balance work and life. Supporting employee development is important to us, we offer comprehensive learning and development opportunities.

As a Disability Confident Committed employer, please advise if you require any adjustments in the application process by contacting us.