D365 - Architect

Principal Architect – D365 Sales, Service & Martech Lead

This role will lead the design and implementation of IPH's Dynamics 365 Sales and Service architecture, integrated with Mar Tech and Customer Data Platform (CDP) capabilities to deliver unified, omnichannel customer experiences across all brands. This transformation is central to IPH's vision of becoming the global leader in pet health and insurance.

Reporting Structure

• Reports to:
  
  Chief Architect (Head of Architecture)
• Partners with:
  Marketing, Sales, Service Operations, Infrastructure, and Operations
• Location:
  
  Remote/Hybrid – Chicago preferred

Role Overview

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

Key Focus Areas

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

Key Responsibilities

• 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 SOC 2, PCI DSS, 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.

Technical Requirements

• 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, Power BI
• Compliance: GDPR, CCPA, SOC 2, PCI DSS

Preferred Qualifications

• 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

Key Success Metrics

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

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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