Own and govern Microsoft Dynamics 365 CRM for commercial teams, translating business needs into enhancements, user stories, workflows, and integrations. Drive CRM adoption, training, change management, process optimization, data quality, KPI tracking, forecasting, executive dashboards, and MIS reporting. Partner with Sales, Marketing, Client Success, Leadership, and Operations while managing CRM initiatives across their lifecycles.
Key Areas of Responsibility
1. CRM Ownership & Product Management
1. CRM Ownership & Product Management
- Own and govern Microsoft Dynamics 365 Sales and Customer Engagement (CE) as the single source of truth for commercial teams.
- Gather business requirements and translate them into CRM enhancements, user stories, and feature improvements.
- Prioritize development initiatives based on business objectives and user feedback.
- Drive continuous improvement of CRM processes, workflows, and integrations across business systems.
- Partner with Sales, Marketing, Client Success, Leadership, and Operations teams.
- Act as the primary business stakeholder for CRM-related initiatives.
- Align cross-functional teams and manage expectations throughout project lifecycles.
- Increase CRM adoption and utilization across commercial teams.
- Develop training materials, user guides, and best-practice frameworks.
- Lead change management activities for system enhancements and new feature rollouts.
- Optimize lead management, opportunity management, account management, and client engagement processes.
- Ensure data quality, reporting consistency, and alignment with business operations.
- Define and track commercial KPIs with leadership teams.
- Enhance pipeline reporting, sales forecasting, account intelligence, and activity tracking.
- Build executive dashboards and recurring MIS reports.
- Establish data quality controls and exception reporting.
- Convert business and leadership requirements into actionable analytics and reporting views for sales reviews, campaign tracking, forecasting, and board-level reporting.
- Experience with Microsoft Dynamics 365 Sales/CRM.
- Strong stakeholder management and business partnering skills.
- Expertise in CRM process design, sales operations, and change management.
- Knowledge of reporting, dashboards, MIS, and commercial analytics.
- Ability to bridge business requirements and technology solutions.
- Strong project management and problem-solving capabilities.
Requirements
Qualifications
- 4-7 years of experience working with Microsoft Dynamics 365 Sales and Customer Engagement (CE) environments.
- Prior experience in B2B SaaS, Financial Services, FinTech, Private Credit, Banking, or Capital Markets organizations.
- Exposure to Sales Operations, Revenue Operations, Commercial Processes, Legal Workflow Tracking, and Client Lifecycle Management.
- Demonstrated experience in driving CRM adoption programs across large and diverse user groups.
- Strong documentation, business analysis, and process-mapping capabilities.
- Excellent stakeholder management, communication, and change management skills.
- Strong analytical and problem-solving abilities, with experience in reporting and dashboarding.
- Microsoft certifications in Dynamics 365, Power Platform, or related technologies are preferred.
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