Role DescriptionThe Business Applications Director / CRM Systems Lead / Enterprise Workflow Consultant develops and improves enterprise systems that support efficient operations, reliable information, and consistent business processes. These positions translate organisational requirements into application strategies, system configurations, and practical workflows that help employees serve customers and manage business activities effectively.The position works closely with IT, Sales, Marketing, Customer Service, Finance, Operations, Security, and external technology partners. Responsibilities include gathering requirements, assessing application capabilities, prioritising enhancements, coordinating integrations, and supporting implementation and adoption. The role evaluates data quality, access controls, reporting needs, and process dependencies, ensuring that system changes are tested, documented, and supported through appropriate training and operational handovers.For Business Applications Directors, the emphasis is on application portfolio strategy, investment priorities, team leadership, vendor management, and service performance. CRM Systems Leads oversee customer-related platforms, configuration standards, integrations, and the delivery of system improvements. Enterprise Workflow Consultants analyse processes, design future workflows, and guide automation and implementation activities. Across these positions, the role balances business value, user experience, technical maintainability, and effective governance to deliver sustainable improvements.QualificationsBachelor’s degree in Information Systems, Computer Science, Business, Engineering, Management, or a related field, or equivalent practical experience.Experience in enterprise applications, CRM administration, business systems management, process consulting, or technology implementation.Strong ability to gather business requirements and translate them into functional specifications, system changes, and acceptance criteria.For Business Applications Director positions, demonstrated experience leading application teams, managing portfolios, and developing technology roadmaps.Experience overseeing application budgets, vendor relationships, licensing arrangements, service levels, and investment decisions.For CRM Systems Lead positions, practical experience managing platforms such as Salesforce, Microsoft Dynamics, or comparable CRM systems.Understanding of CRM data models, customer lifecycle processes, permissions, workflow rules, and reporting capabilities.Experience coordinating integrations between CRM, ERP, marketing automation, customer-service, and other enterprise platforms.For Enterprise Workflow Consultant positions, experience mapping existing processes, identifying bottlenecks, and designing improved workflows.Familiarity with process automation, approval routing, exception handling, and low-code or workflow-management platforms.Understanding of data migration, validation, master data, and controls that maintain reliable business information.Experience planning system testing, coordinating user acceptance testing, and managing releases and operational handovers.Ability to support organisational change through stakeholder engagement, user training, documentation, and adoption monitoring.Awareness of access governance, privacy, security, business continuity, and the risks associated with application changes.Excellent analytical, communication, leadership, and problem-solving skills, with the ability to align business and technical stakeholders around practical solutions.

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