Dynamics365 Lead

To act as MAP’s internal expert for Dynamics 365 CRM, ensuring the system is reliable, fit for purpose, and continuously improved to meet organisational priorities. The ideal candidate will be a proficient, hands on administrator with a focus on delivering incremental, high impact improvements to the day to day operation of MAP Dynamics 365 CRM, managing the system's day to day administration, data quality, and functional enhancements, reducing reliance on 3rd parties for routine fixes such as creating new fields, workflows, and reports, fixing issues, improving data quality, and embedding system changes, retaining knowledge in house.

The role will work closely with Fundraising and Marketing, Finance, and Technology teams to translate business requirements into technical solutions, providing estimates and timelines, and delivering changes in house where feasible.

Key Responsibilities

Dynamics 365 administration and support
· Act as the functional lead for Dynamics 365 CE, with a particular focus on Non-Profit Customer Insights, Sales Enterprise and Fundraising and Engagement modules.

· Performs hands on functional configuration of Dynamics 365 components e.g. fields, views, forms, business rules, and builds low code Power Automate flows to support business processes

· Act as the primary point of contact for system issues and user support, managing and resolving support requests efficiently.

· Conduct routine administrative tasks, such as managing user accounts, security roles, access permissions, and data sharing rules, to ensure a secure and organised environment.

· Maintain and update system documentation on configuration, customisations, and processes and procedures to facilitate knowledge transfer and ensure continuity.

· Troubleshoot and resolve system issues, escalating only when specialist vendor support is required.

System change and data quality management
· Gather and assess business requirements from across the organisation (Fundraising and Marketing, Operations, and Finance) for potential CRM enhancements. Leads workshops with stakeholders to gather, document, and validate business requirements across fundraising, membership, donor engagement, case management, and enterprise sales functions.

· Translate requirements into functional and technical design specifications and support configuration, customisation, and solution design in line with best practice.

· Ensures that requirements convert easily into estimates for effort and schedules for delivery

· Advise the CRM & Data Project Group on the technical feasibility, risks, and sequencing of work to inform roadmap development.

· Maintain and manage CRM change requests, ensuring visibility and agreement on priorities within the governance framework.

· Monitor and improve CRM data quality through proactive validation rules, error correction, and de duplication processes.

· Support financial processes by analysing data flows and discrepancies to assist in resolving income reconciliation issues.

· Collaborate with the Performance & Insight function to ensure CRM data effectively supports reporting and dashboarding.

· Ensure ongoing compliance with GDPR, PCI, PECR, and audit requirements related to CRM data and processes.

· Configure and optimise Customer Insights to support segmentation, donor profiling, campaign analysis, and personalised engagement strategies.

· Configure Sales module functionality to support enterprise-level opportunity management, pipeline visibility, revenue forecasting, and account management.

· Act as a trusted advisor to the organisation on best practices for not-for-profit CRM implementations, ensuring alignment with sector needs.

· Support user acceptance testing (UAT), training, and change management activities to drive adoption across diverse stakeholder groups.

· Provide ongoing functional leadership, governance, and continuous improvement for Dynamics 365 CE within the organisation.

3rd party management
· Manage day-to-day engagement with Microsoft Partners, ensuring accountability, clear deliverables, and high-quality solution delivery.

· Coordinate with external partners to execute developments, fixes, and other requests.

· Facilitate the transfer of knowledge from external consultants to internal teams to ensure ownership of the Dynamics 365 roadmap and configuration is retained in house.

· Manage the day-to-day liaison with the Microsoft Partner, Mhance, to coordinate developments, track fixes, and manage escalations.

· Collaborate closely with the IT department to ensure smooth and secure management of the Dynamics 365 platform, including licensing, integrations, and overall stability.

· Assist in scoping and managing external consultancy projects for complex needs, ensuring proper knowledge transfer is a core deliverable.

Project and process implementation
· Implement approved system improvements using in-house configuration and customisation and support the embedding of these changes into daily BAU processes.

· Serve as a functional advisor to the CRM & Data Project Group, providing input on the technical feasibility, effort, and practical implementation of proposed projects.

· Manage change communication, ensuring that system developments and updates are properly documented and communicated to users across the organisation.

· Deliver training and support to fundraising and operations staff to improve system adoption, user confidence, and process adherence.

Skills, Knowledge and Expertise

Experience & Certifications/Qualifications:

·       Extensive hands-on expertise in Microsoft Dynamics 365 CE, including configuration, customisation, and administration.
· Skilled in Power Platform: Power Automate (low‑code flows), model‑driven Power Apps, and Dataverse.
· Strong knowledge of Dynamics 365 Customer Insights across data unification, segmentation, journeys, and analytics.
· Proven delivery experience with the Sales module (leads, opportunities, accounts, pipeline, forecasting).
· Ability to translate business requirements into effective Dynamics 365 solutions.
· Working understanding of SQL and SSIS, preferably in relation to Kingsway Soft-based integrations.
· Practical project experience: effort estimation, timeline tracking, and managing competing change requests.
· Strong data management skills, including imports, validation, quality checks, and de‑duplication.
· Desirable understanding of fundraising and finance processes, including income reconciliation and Gift Aid.
· Working knowledge of GDPR, PCI, PECR, and data governance best practice.
· Experience coordinating external partners to meet internal standards and requirements.
· Clear, confident communicator able to explain technical concepts to varied audiences.
· Collaborative approach with cross‑departmental experience (fundraising, operations, finance, IT).
· Able to balance BAU support with ongoing improvement projects.
· Experience in not‑for‑profit/public sector environments, ideally involving fundraising, membership, or donor management.

· Support and promote diversity and equality of opportunity in the workplace.
· Represent and be an ambassador for MAP.
· Commitment to anti-discriminatory practice and equal opportunities.
· An ability to apply awareness of diversity issues to all areas of work.
· Abide by organisational policies, codes of conduct and practices.
· Commitment to upholding the rights of people facing disadvantage and

· Skilled in Power Platform: Power Automate (low‑code flows), model‑driven Power Apps, and Dataverse.

· Strong knowledge of Dynamics 365 Customer Insights across data unification, segmentation, journeys, and analytics.

· Proven delivery experience with the Sales module (leads, opportunities, accounts, pipeline, forecasting).

· Ability to translate business requirements into effective Dynamics 365 solutions.

· Working understanding of SQL and SSIS, preferably in relation to Kingsway Soft-based integrations.

· Practical project experience: effort estimation, timeline tracking, and managing competing change requests.

· Strong data management skills, including imports, validation, quality checks, and de‑duplication.

· Desirable understanding of fundraising and finance processes, including income reconciliation and Gift Aid.

· Working knowledge of GDPR, PCI, PECR, and data governance best practice.

· Experience coordinating external partners to meet internal standards and requirements.

· Clear, confident communicator able to explain technical concepts to varied audiences.

· Collaborative approach with cross‑departmental experience (fundraising, operations, finance, IT).

· Able to balance BAU support with ongoing improvement projects.

· Experience in not‑for‑profit/public sector environments, ideally involving fundraising, membership, or donor management.

Ethos:

· Support and promote diversity and equality of opportunity in the workplace.

· Represent and be an ambassador for MAP.

· Commitment to anti-discriminatory practice and equal opportunities.

· An ability to apply awareness of diversity issues to all areas of work.

· Abide by organisational policies, codes of conduct and practices.

· Commitment to upholding the rights of people facing disadvantage and

Other desirable experience:

· Experience of not-for-profit/INGO environments

· Experience with humanitarian issues, particularly those in Palestine.

About Medical Aid for Palestinians

Medical Aid for Palestinians (MAP) works in partnership with Palestinian communities to uphold their rights to health and dignity. We do this by developing effective, sustainable and locally-led healthcare services, providing medical aid during emergencies, and campaigning to break down the barriers to Palestinian health and healthcare today and for the future. 

MAP has a zero tolerance policy with regard to Sexual Exploitation and Abuse by MAP‘s personnel against the people they serve. Protection from Sexual Exploitation and Abuse (PSEA) is the responsibility of everyone, and all selected candidates will be required to comply with MAP's PSEA Policy at all times. Selected candidates will therefore undergo rigorous reference and background checks against their past behaviour related to sexual exploitation and abuse, and may be required to provide additional information further on in the selection process.

MAP has a zero tolerance policy with regard to Sexual Exploitation and Abuse by MAP‘s personnel against the people they serve. Protection from Sexual Exploitation and Abuse (PSEA) is the responsibility of everyone, and all selected candidates will be required to comply with MAP's PSEA Policy at all times. Selected candidates will therefore undergo rigorous reference and background checks against their past behaviour related to sexual exploitation and abuse, and may be required to provide additional information further on in the selection process.

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