Job Responsibilities:

• Contribute deep D365 Sales & Marketing domain expertise to the CRM application roadmap developed by the Product Owner.
• Ensure alignment between D365 capabilities — including lead management, opportunity tracking, pipeline analytics, campaign orchestration, and customer segmentation — and the strategic CRM direction, with a focus on understanding, mapping, and optimizing underlying business processes to drive continuous improvement.
• Monitor CRM application performance against defined KPIs, including user adoption, data quality, pipeline accuracy, and marketing conversion rates, and propose optimization measures.
• Manage the D365 CE application lifecycle including Dynamics 365 release waves, feature adoption, and deprecation planning.
• Act as the primary escalation point for all D365 CRM-related matters across Americas, EMEA, and APAC regions.
• Ensure data governance, compliance, including GDPR and regional data privacy, and process standards are met within the D365 environment.
• Ensure quality and availability of the D365 Sales & Marketing applications, including uptime, performance, data accuracy, and sync reliability with connected systems.
• Serve as the first point of contact for global sales and marketing users and stakeholders regarding D365 functionality, configuration, and best practices — coordinating with the Product Owner on matters involving roadmap direction or strategic scope.
• Collaborate with UX experts and development teams, including internal, external, and SI partners, to translate business requirements into functional D365 solutions, model-driven apps, and Power Platform extensions.
• Gather and analyze business requirements from stakeholders across Sales, Marketing, and Customer Service, translating them into functional specifications and solution designs for the D365 platform.
• Manage and document D365 configurations, customizations, integrations, and system dependencies.
• Coordinate Dynamics 365 release updates, patches, and solution deployments in alignment with the Product Owner's release planning and Microsoft's release cadence.
• Coordinate test planning, execution, and User Acceptance Testing (UAT) management for D365 releases, enhancements, and new feature deployments.
• Conduct user enablement in collaboration with the Product Owner: develop and deliver training programs, maintain documentation, facilitate workshops, and provide Tier-2 support for D365 Sales & Marketing users globally.
• Collect and consolidate user feedback, CRM operational insights, and improvement ideas, working jointly with the Product Owner to inform roadmap prioritization.
• Support change management activities related to CRM adoption, including communication planning, readiness assessments, and transition support for new features and processes.
• Perform or coordinate incident analysis and resolution for D365-specific issues, working with Microsoft Support and implementation partners as needed.
• Ensure seamless data integration and interface management between D365 and connected systems, including ERP, Power BI, SharePoint, Azure services, and third-party tools.

Qualifications:

• Completed degree in Business Informatics, Computer Science, Information Systems, or a comparable field.
• 5–8 years of experience with Microsoft Dynamics 365 Customer Engagement, Sales and/or Marketing modules, combining functional depth with the ability to coordinate technical specialists and make informed platform decisions.
• Demonstrated experience in business requirements analysis, business process mapping, and translating business needs into CRM platform solutions.
• Proven experience in application lifecycle management and IT service operations within a D365 / CRM context.
• Strong understanding of CRM processes: lead-to-opportunity, account/contact management, campaign management, customer segmentation, and pipeline analytics.
• Experience with the Power Platform, including Power Automate, Power Apps, and Power BI, as it relates to extending D365 capabilities.
• Experience managing D365 environments, including solution management, ALM, Dataverse administration, and security roles.
• Proven ability to coordinate cross-functional, cross-regional teams without direct authority.
• Experience working in agile environments, ideally alongside Product Owners.
• Excellent proficiency in English, both verbal and written; Spanish and/or German a plus.