- D365 CRM Functional Lead
Role Summary
We are seeking a Principal D365 CRM Functional Lead to provide enterprise-wide functional ownership, strategic direction, and subject matter leadership across Sales, e-Commerce, Customer Service, CI-CDP, Contact Center, Marketing, and related CRM capabilities. This role is accountable for defining and driving end-to-end functional strategy and delivery, including business discovery, fit-gap analysis, solution design, configuration oversight, and testing. You will act as the primary strategic liaison influencing business and technology leadership, ensuring scalable, standardized, and high impact CRM solutions aligned to business priorities.
The ideal candidate blends deep Dynamics 365 CE expertise, a data-driven mindset, and experience leading within complex, global, matrix environments
Key Responsibilities
- Serve as the enterprise functional owner for D365 CE modules, leading and mentoring the functional configuration team.
- Set and drive strategic direction across CRM capabilities, ensuring alignment with enterprise objectives.
- Partner with and influence business leadership and SMEs (service, sales, marketing, ecommerce, and insurance) stakeholders to ensure CRM capabilities support operational goals, customer experience standards, and reporting needs.
- Establish and govern enterprise functional standards, governance, and documentation practices. Ensure consistent and trusted customer data across CRM, analytics, and downstream activation use cases.
- Establish direction for and oversee system configuration, driving towards a common, harmonized solution template that incorporates both IPH-level as well as individual brand-level specific design elements
- Drive adoption of out-of-the-box capabilities, engaging stakeholders in discussing design alternatives that minimize the need for customization
- Evaluate and define strategy for CRM ISV solutions, coordinating with vendors and internal technical teams.
- Drive alignment across adjacent enterprise workstreams (e.g., Financials for quote-to-cash, eCommerce, Databricks, Martech, etc.)
- Act as the functional bridge across business, technology, data, and Integration, teams.
- Ensure CRM solutions align with enterprise architecture standards and strategic design principals.
- Partner with the IPH design authority to influence and approve changes impacting sales, service, and customer data.
- Guide and oversee configuration and functional design; resolve complex gaps, define solution alternatives, and secure design authority approvals from IPH design authority
Required Qualifications
- 15+ years progressive experience in Microsoft Dynamics 365 CRM / CE
- Proven experience delivering at least 3 complete life cycles enterprise scale D365 CE implementations
- 5+ years in US insurance or healthcare industries serving retail customers
- 5+ years' experience in global, enterprise-scale transformations, including functional design and fit-gap workshops
- Demonstrated ability to work in cross-functional, matrixed organizations
- Excellent business communication and cross functional collaboration 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)
