Manager - CRM D365

Manager CRM D365

Job Description:

- The ideal candidate for the CRM, Loyalty, & Marketing Automation role must possess a strong technical foundation combined with the ability to lead complex, tech-driven initiatives.

- The candidate should have a minimum of 8-10 years of experience in implementing and managing CRM, loyalty, and marketing automation platforms, demonstrating expertise in integrating these systems with other enterprise technologies (ERP, e-commerce, CDP, etc.).

- This role demands a deep understanding of customer data management, platform performance optimization, and seamless user experience to drive business growth.

- The candidate must excel in collaborating with cross-functional teams, including marketing, IT, and business stakeholders, to ensure that CRM, loyalty, and marketing automation platforms are fully aligned with business objectives. If you are passionate about leveraging technology to enhance customer experience and drive digital transformation in CRM and loyalty programs, we invite you to connect with us.

Essential Duties and Responsibilities:

Technical Implementation and Configuration:

- Lead the implementation, configuration, and customization of MS D365 CRM, loyalty, and marketing automation platforms.

- Develop and maintain integrations between MS D365 CRM platform and other key systems, including ERP, e-commerce platforms, and analytics tools.

Data Management and Quality Assurance:

- Oversee data migration processes, ensuring the integrity and accuracy of customer data across systems.

- Implement ETL processes, API, and data quality assurance practices to ensure seamless data flow between platforms.

System Performance and Issue Resolution:

- Troubleshoot and resolve issues related to platform performance, data integrity, system errors, and user experience.

- Ensure that systems are running at optimal performance and provide timely resolution to technical challenges.

Collaboration with Business Stakeholders:

- Work closely with business teams to understand their requirements and translate these into technical specifications.

- Configure platforms to ensure they support business processes, workflows, and campaigns effectively.

- Collaborate with implementation partners to ensure successful platform deployment and integration.

Reporting and Analytics:

- Create custom reports and dashboards to track key performance indicators (KPIs) and metrics as per business requirements.

- Provide data-driven insights to support decision-making and continuously improve platform utilization.

Training and User Support:

- Develop training programs and materials to educate users on how to effectively utilize platforms.

- Monitor user engagement with the platforms and identify opportunities for further training or process improvements.

Project Management:

- Define the scope of CRM, loyalty, and marketing automation projects, ensuring alignment with business goals.

- Develop and manage project timelines, resource allocation, and progress monitoring.

- Proactively identify risks in project delivery and implement mitigation strategies to ensure timely and successful project completion.

Vendor Management:

- Oversee relationships with technology vendors and service providers, evaluating performance and managing contracts.

- Negotiate vendor contracts and ensure that service levels are met according to business requirements.

Critical Competencies for Success:

- Technical Proficiency: Deep understanding of CRM systems, loyalty platforms, and marketing automation tools. Proficiency in system integration, data management, and troubleshooting technical issues.

- Strategic Thinking: Ability to align technology implementation with business objectives, delivering solutions that support marketing and customer engagement strategies.

- Industry Knowledge: Familiarity with CRM, loyalty programs, and marketing automation best practices, as well as experience with e-commerce, customer data platforms, and data-driven marketing techniques.

- Adaptability and Innovation: Ability to stay up to date with the latest technology trends and leverage new tools to enhance CRM and marketing automation effectiveness.

- Problem Solving: Strong analytical skills to troubleshoot technical issues and optimize system performance.

- Leadership Skills: Ability to manage cross-functional teams, work closely with business stakeholders, and lead projects from conception through execution.

Person Profile:

Experience:

- 8-12 years of relevant experience in CRM, loyalty systems, and marketing automation, with a focus on technology implementation and system integration.

Educational Qualification:

- Bachelors degree in information technology, Computer Science, Business Administration, or a related discipline.

- Technical certifications in MS D365 CRM platforms or marketing automation tools are advantageous.

Additional Certifications:

- Certifications related to project management, product management, or any relevant technical fields are beneficial.

Deliverables:

- Platform Implementation Plan: Develop detailed implementation plans for CRM, loyalty, and marketing automation platforms, including project timelines, resource allocation, and key milestones.

- Integration Documentation: Produce comprehensive documentation for platform integrations with ERP, e-commerce, and other internal systems.

- Training Materials: Develop training programs and materials for users, ensuring the efficient adoption of CRM and marketing automation platforms across departments.

- Reporting and Dashboards: Create customized reports and dashboards to track system performance and user engagement.

- Risk and Issue Management: Provide regular reports on project risks, issues, and mitigation strategies.

- Vendor Management Reports: Prepare reports evaluating the performance of vendors and manage contracts with service providers.