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CRM Product Owner

Randalls Way, Leatherhead KT22 7TW, UK Req #32
10 October 2023

Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Your Future Starts Here

Here's a bit about us...

  • Over 550 staff (plans to double in size over the next 5 years)
  • Operating from modern, hybrid working environments with offices in Leatherhead, Reading or Manchester
  • Winners of an array of industry awards
  • Sunday Times Top 100 Best Places to Work
  • Excellent training and career prospects offered
  • Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
  • Supporters of 85+ charities with strong commitment to diversity and sustainability



Position Title:

CRM Product Owner

Reports to (POSITION):

Divisional Director of Business Systems & Development




Systems Development




The Dynamics 365 Product Owner will play a pivotal role in driving the development and enhancement of our Dynamics 365 implementation, with a focus on Sales and Operational enablement. The Product Owner will collaborate closely with cross-functional teams, including Sales, customer support, operations, IT, and development, to define, prioritize, and deliver features and improvements that enhance our Sales and Operations business processes.



Proven experience as a Product Owner or similar role in Dynamics 365 implementations, with previous experience in D365 Customer Service module an advantage.

Deep understanding of case management processes, including case creation, assignment, tracking, resolution, and reporting.

Deep understanding of Sales and Sales management processes, including activity and pipeline management, customer profiling, and target reporting.

Familiarity with Agile methodologies and tools (e.g., Scrum, Kanban, Azure DevOps).

Excellent analytical, problem-solving, and critical-thinking skills.

Strong interpersonal and communication skills to collaborate effectively with technical and non-technical stakeholders.

Ability to translate business needs into technical requirements and solution design.

Detail-oriented and organized, with the ability to manage and prioritize a diverse range of tasks and projects.







Subject Matter Expertise:

Serve as the resident expert on the Dynamics 365 features and capabilities, possessing an in-depth understanding of solution approach. configuration, and best practices.


Requirements Gathering:

Collaborate with stakeholders, end users, and other departments to elicit and document detailed requirements, ensuring alignment with business goals.


Feature Definition:

Translate business requirements into user stories, epics, and other appropriate artifacts, maintaining a clear and prioritized backlog.


User Experience (UX):

A basic understanding of UX principles to ensure that the user interface and user experience of the Dynamics 365 system are user-friendly and efficient.


Backlog Prioritisation:

Continuously evaluate and prioritize features, enhancements, and bug fixes based on business value, customer needs, and strategic goals.


Release Planning:

Collaborate with development teams to plan and execute releases, ensuring that features are delivered on time and in alignment with stakeholder expectations.


User Acceptance Testing (UAT):

Work closely with end users to define and execute UAT plans, ensuring that developed features meet quality standards and business requirements.



Create and maintain comprehensive documentation, including user guides, process flows, and training materials, to facilitate effective use of the CRM.


Continuous Improvement:

Monitor system performance and user feedback to identify areas for improvement, recommending and driving enhancements to optimize Sales and Operational processes.


Data Quality:

Function as the key influencer for data quality working with the business owners to design and lead initiatives to improve data and work with technical resources to perform regular data cleansing activity.


Cross-Functional Collaboration:

Liaise between technical teams, business stakeholders, and end users to facilitate effective communication, address concerns, and ensure successful project outcomes.


Training and Support:

Provide training sessions to end users, helping them understand and effectively utilize the CRM system, and offer ongoing support for inquiries and issues.


Security and Compliance:

Understand data security and compliance regulations to ensure that the Dynamics 365 implementation adheres to legal and regulatory standards.





  • Work alongside Bytes Development, Business Analysis and IT Support and consult with all teams at Bytes


  • Microsoft



Educational Qualifications:

Bachelor’s degree in Computer Science, Data Science, Business, or a related field (or equivalent work experience).

Dynamics 365 certification in solution architecture




Years of Expaerience

4/5 Years commercial experience in D365 platform business analysis


Other details

  • Job Family Employee
  • Job Function Development
  • Pay Type Salary
Location on Google Maps
  • Randalls Way, Leatherhead KT22 7TW, UK