• D365 CRM Functional Lead

  Role Summary

  We are seeking aPrincipalD365 CRM Functional Leadto provideenterprise-widefunctional ownership, strategicdirection,andsubject matterleadership acrossSales, e-Commerce, Customer Service,CI-CDP,Contact Center,Marketing,and related CRM capabilities. This role isaccountablefordefining and drivingend-to-end functionalstrategyand delivery, includingbusinessdiscovery,fit-gapanalysis,solutiondesign,configurationoversight,and testing. You will act as the primarystrategicliaisoninfluencingbusiness and technology leadership,ensuringscalable, standardized, and high impact CRM solutions aligned to business priorities.

  The ideal candidateblends deep Dynamics 365 CEexpertise,adatadriven mindset,andexperienceleading withincomplex,global, matrixenvironments

  Key Responsibilities

  • Serve as theenterprisefunctional ownerforD365CEmodules, leadingand mentoringthe functional configuration team.

  • Set and drivestrategic direction across CRMcapabilities, ensuring alignment with enterpriseobjectives.

  • Partner withand influencebusinessleadership andSMEs (service,sales,marketing,ecommerce,and insurance)stakeholders to ensure CRM capabilities support operational goals, customer experience standards, and reporting needs.

  • Establish andgovern enterprisefunctional standards, governance, and documentation practices.Ensure consistent and trusted customer data across CRM, analytics, and downstream activation use cases.

  • Establish direction for and oversee systemconfiguration, driving towardsa common, harmonized solution template that incorporates both IPH-level as well as individual brand-level specific design elements

  • Drive adoption ofout-of-the-box capabilities, engaging stakeholders in discussing designalternativesthat minimize the need for customization

  • Evaluateanddefine strategy forCRM ISVsolutions, coordinating with vendors andinternaltechnical teams.

  • Drive alignmentacrossadjacententerpriseworkstreams(e.g.,Financials for quote-to-cash, eCommerce, Databricks, Martech, etc.)

  • Act as the functional bridgeacrossbusiness,technology,data,andIntegration,teams.

  • EnsureCRM solutionsalignwith enterprisearchitecturestandardsandstrategic designprincipals.

  • Partnerwith the IPH design authoritytoinfluenceand approvechangesimpactingsales, service, and customer data.

  • Guide and oversee configuration and functional design;resolve complexgaps,definesolution alternatives, andsecuredesign authorityapprovals from IPH design authority

  Required Qualifications

  • 15+yearsprogressiveexperienceinMicrosoft Dynamics 365 CRM / CE

  • Provenexperiencedeliveringat least 3 complete life cycles enterprise scaleD365 CEimplementations

  • 5+ years in US insurance or healthcare industries serving retail customers

  • 5+ yearsexperience in global, enterprise-scale transformations, including functional design and fit-gap workshops

  • Demonstrated ability to work in cross-functional, matrixed organizations

  • Excellentbusinesscommunication andcross functionalcollaboration skills

  • Microsoft Certifications in D365 and Power Platform

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance

• Basic Life Insurance at no cost to the employee

• Company paid short-term and long-term disability

• 12 weeks of 100% paid Parental Leave

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement savings plan

• Personal Paid Time Off

• Paid holidays and company-wide Wellness Day off

• Paid time off to volunteer at nonprofit organizations

• Pet friendly office environment

• Commuter Benefits

• Group Pet Insurance

• On the job training and skills development

• Employee Assistance Program (EAP)

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