As part of the single file project, Le Forem is deploying a Microsoft Dynamics CRM to unify its practices in user relationship management (job seekers, companies, partners). To achieve this, specific support is required in order to align business practices, support employees, structure engagement, and train more than 1,200 agents.

The objective is to ensure a smooth, effective, and coherent appropriation aligned with public service requirements.

The CRM project change management expert will be responsible for advising the FOREM Change team on the best way to ensure employee engagement with the CRM tool. They must be well acquainted with the chosen tool (MS Dynamics) to provide informed advice. Expertise in customer experience is an asset, in order to clearly describe how the CRM will help improve the experience of job seekers, FOREM partners, as well as employees.

They will coordinate and lead the 100 tester employees and contribute to the strategy and implementation of systems for appropriation and support for CRM adoption in the field.

They will interact with the project team and the FOREM management and will participate in the internal Change Committee.