Responsibilities

• CRM Platform Ownership & Strategy: Own and manage the Microsoft Dynamics 365 CRM roadmap, aligning platform capabilities with business and customer experience goals
• Act as the internal CRM product owner, prioritizing enhancements, integrations, and feature development
• Continuously identify opportunities to improve personalization, automation, and customer engagement
• Platform Administration & Optimization: Oversee day-to-day CRM operations including configuration, workflows, automation, and performance optimization
• Design and maintain scalable system architecture, including custom objects, fields, and business logic
• Ensure system reliability, uptime, and adherence to enterprise IT and security standards
• Customer Data & 360° Guest View: Lead the development and maintenance of a single customer view across all touchpoints
• Establish and enforce data governance, quality standards, and enrichment strategies
• Oversee data integrations, deduplication processes, and identity resolution across systems
• Cross-Functional Business Enablement: Partner with key stakeholders to translate business needs into CRM-enabled workflows and solutions

Requirements

• Bachelor’s degree in information systems, Computer Science, Business, or related field
• 4–7+ years of experience in CRM administration, management, or product ownership
• Hands-on experience with Microsoft Dynamics 365 or comparable enterprise CRM
• Platforms like Salesforce, Hubspot and Pipedrive
• Strong understanding of CRM architecture, workflows, automation, and integrations
• Experience working with APIs, data pipelines, and system integrations
• Proven ability to manage cross-functional stakeholders and translate business needs into technical solutions
• Strong analytical, problem-solving, and communication skills

Preferred

• Experience in travel, hospitality, airline, or luxury service industries
• Familiarity with customer data platforms (CDPs) and identity resolution strategies
• Experience supporting loyalty programs or high-touch/VIP customer experiences
• Background in marketing automation or customer lifecycle management