D365 - Architect

Principal Architect – D365 Sales, Service & Martech Lead

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse portfolio of modern pet health brands and services across North America. We aim to simplify the pet parenting journey and improve pet well‑being through comprehensive insurance, education, and recovery services.

The D365 Sales, Service & Martech Lead will define and govern the architecture for Dynamics 365 Customer Engagement (Sales & Service), Microsoft Customer Insights CDP, and the integrated marketing technology stack. The role ensures seamless orchestration of customer journeys, unified profiles, and compliance across ecosystems, enabling personalized engagement and agentic automation.

• D365 Sales & Service Transformation:
  Architect and implement a unified CRM for B2C and B2B journeys.
• Mar Tech Integration:
  Connect D365 with marketing automation platforms such as Braze and Adobe Marketo for omnichannel activation.
• Customer Data Platform (CDP):
  Enable Customer/Lead 360 profiles via Microsoft Customer Insights integrated with the Calandra data platform.
• Unified
  
  Experience:
  
  Deliver a single pane of glass for agents with Talkdesk integration and Power Platform workflows.
• Privacy & Compliance:
  Ensure GDPR, CCPA, and consent management across all touchpoints.

• CRM Architecture (30%):
  Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes. Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social).
• Mar Tech & CDP Integration (25%):
  Integrate D365 CE with Braze, Adobe Marketo, and other Mar Tech tools for campaign orchestration. Enable segmentation, personalization, and next‑best‑action decisioning using CDP data.
• Process Orchestration & Automation (20%):
  Design Power Automate workflows for lead scoring, quote automation, and service routing. Embed AI‑driven recommendations and agentic workflows for sales and service.
• Data & Compliance Governance (15%):
  Establish governance for marketing and CRM data, privacy, and consent management. Align architecture with SOC2, PCIDSS, GDPR, and CCPA compliance.
• Strategic Leadership (10%):
  Develop roadmap for CRM and Mar Tech modernization aligned with IPH’s digital transformation goals. Partner with business leaders to drive adoption and maturity of D365 and Mar Tech capabilities.

• Platforms:
  Dynamics
  365 CE (Sales, Service), Customer Insights CDP, Power Platform.
• Mar Tech Tools:
  Braze, Adobe Marketo, Dynamic Yield, Contentful.
• Integration:
  Azure API Management, Service Bus, Power Automate.
• Data & Analytics:
  Azure‑based Calandra Data Platform, Databricks, PowerBI.
• Compliance: GDPR, CCPA, SOC2, PCIDSS.

• 10+ years in CRM and Mar Tech architecture.
• 5+ years in Dynamics
  365 CE.
• Experience with marketing automation platforms and CDP integration.
• Strong knowledge of omnichannel engagement and personalization strategies.
• Familiarity with the insurance or financial services industry (preferred).

• Unified CRM Adoption: D365 Sales & Service live across brands.
• CDP Integration:
  Customer/Lead 360 profiles operational.
• Campaign Automation: 90% of campaigns automated via Mar Tech.
• Compliance: GDPR and CCPA adherence maintained.
• Agentic Enablement: AI‑driven workflows in Sales & Service implemented.

• Comprehensive medical, dental, and vision insurance.
• Basic life insurance at no cost to employee.
• Company‑paid short‑term and long‑term disability.
• 12 weeks of 100% paid parental leave.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Retirement savings plan.
• Paid time off, holidays, and a company‑wide wellness day.
• Pet‑friendly office environment with commuter benefits and group pet insurance.
• On‑the‑job training and skills development.
• Employee Assistance Program (EAP).

At IPH, we welcome and encourage applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all aspects of the selection process.