• Lead stakeholder meetings to gather high and detailed business system requirements. Define and translate requirements into functional specifications, considering non-functional requirements.• Architect and oversee development projects using Dynamics 365/CRM, Power Platform (Power Apps, Power Automate and Power BI), Business Central and SharePoint to manage customer relationships and deliver scalable business solutions.• Coordinate cross-regional meetings with key business groups in North America, Europe, and Asia-Pacific to focus on market expansion and supply chain coordination, ensuring clear communication of technical and business requirements across teams.• Collaborate with developers on complex functional requirements and validate solutions through User Acceptance Testing (UAT) to ensure they meet criteria.• Train end-users and communicate complex technical details to non-technical stakeholders, ensuring clear understanding and alignment between technical teams and business objectives.• Leverage Business Intelligence tools, including Power BI, Dynamics 365 Customer Insights, Dashboards, and Reports, to measure performance and transform raw data into meaningful insights for our company.• Proficient in Microsoft 365 apps, including Azure/Entra ID, Teams, and Copilot, as an enterprise application administrator.• Collaborate with the InfoSec team to ensure that the IT system and operations adhere to certification requirements (SOC2/ISO, SSO, MFA).

• Experienced in business and technical requirement documentation, and gathered user stories from stakeholders, vendors, and customers at various seniority levels, leveraging a profound understanding of client needs to drive successful CRM implementation.• Coordinated with developers on data migration and ETL from legacy systems to Dynamics 365/CRM and managed data integration between Dynamics 365/CRM, ERP/SAP, Business Central, SharePoint, and Portal.• Leveraged deep domain knowledge in the music education and manufacturing industry to transform complex processes and requirements into Dynamics 365/CRM functional solutions, effectively assisting the team in achieving business goals.• Supported the development and configuration of solutions in Dynamics 365/CRM and Power Platform, collaborating with developers to recommend system modifications and improvements to meet business specifications.• Provided support during user acceptance testing (UAT) and troubleshooting, ensuring issues were resolved promptly while monitoring and improving project effectiveness.• Applied understanding of business and IT knowledge to support internal and external customer requests.

• Utilised Dynamics Customer Insights and Dynamics 365 Marketing to analyse customer behaviour and purchasing patterns, achieved precise segmentation and highly personalised campaigns, significantly boosting subscription rates and repeat purchases.• Bridged the gap between business and IT teams by ensuring a common understanding of requirements in Dynamics 365/CRM solution design.• Collected and compiled data from various sources, maintained and updated databases to ensure data accuracy and completeness for analysis, and supported data integration and ETL processes to consolidate information.• Analysed sales and customer data using Excel and SQL Server/MySQL to identify trends and supported global order and inventory management. Assisted the marketing team with sales data analysis and reporting, providing data-driven insights to optimise strategies for the UK and international markets.• Collaborated with sales, marketing, and operations teams, designed and maintained interactive dashboards using Excel and Tableau, highlighting key metrics such as product availability and sales performance through clear visualisations.• Assisted in managing and analysing customer data within Microsoft Dynamics 365/CRM. Helped customise dashboards and reports to track customer interactions and sales performance.

• Collaborated with various business units, technology teams, and support teams to identify requirements, best practices, interdependencies, and opportunities for improvements and technical solutions. • Participated in elicitation sessions and used different techniques to better understand the problem domain, contributing to preparing requirement drafts.• Assisted in requirement analysis and documentation, collaborating with business stakeholders to facilitate the discovery, analysis, and review of requirements.• Leveraged Jira to track project progress and Confluence to document and share project information, supporting team collaboration.• Provided post-project go-live support to ensure adoption and successful change management.