CRM & CDP Solution Analyst

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

Air Canada Vacations is embarking on a major transformation through the Leapfrog program, including the implementation of a new Microsoft Dynamics CRM and Bloomreach Customer Data Platform (CDP). We are seeking a Senior CRM & CDP Solution Analyst to play a critical role in the functional design, business alignment, and successful delivery of these platforms. This role will work closely with business stakeholders, IT teams, and external system integrators to ensure that customer, sales, service, and marketing requirements are translated into scalable, best‑practice CRM and CDP solutions.

This is a hands‑on delivery role focused on implementation and transition to support.

• Act as the functional subject matter expert (SME) for Microsoft Dynamics CRM and Bloomreach CDP during implementation
• Lead the elicitation, analysis, and documentation of business requirements across:
• Customer Service and Call Centre operations
• Marketing, campaigns, journeys, and personalization
• Sales and customer lifecycle management
• Translate business needs into:
• CRM configurations (entities, processes, workflows)
• CDP use cases (segmentation, identity resolution logic, activation rules)
• Collaborate with external System Integrators to:
• Review and validate functional designs
• Ensure alignment with ACV business objectives and best practices
• Balance out‑of‑the‑box capabilities versus custom solutions
• Define and manage:
• User stories, use cases, and acceptance criteria
• End‑to‑end business scenarios spanning CRM and CDP
• Support User Acceptance Testing (UAT), defect triage, and go‑live readiness
• Contribute to internal knowledge transfer and post‑implementation support readiness

• Bachelor’s degree in Information Systems, Business, Computer Science, Engineering, or a related field
• An equivalent combination of education and relevant experience will be considered
• Microsoft Dynamics 365 certifications (e.g., Customer Engagement, Sales, Customer Service, or Marketing)
• Customer Data Platform (CDP) or marketing technology certifications (e.g., Bloomreach, Salesforce CDP, Adobe)
• Business Analysis certifications (e.g., CBAP, CCBA, PMI‑PBA)
• Agile / delivery framework certifications (e.g., Scrum, SAFe, Agile BA)

• 5+ years of experience as a Business Analyst, Solution Analyst, or Functional Analyst
• Hands on experience with Microsoft Dynamics 365 CRM (Sales, Service, Marketing modules)
• Practical experience with a Customer Data Platform (CDP) or marketing data platform (e.g., Bloomreach, Salesforce CDP, Adobe, Tealium)
• Strong understanding of:
• Customer data models and 360 concepts
• Segmentation, customer journeys, and personalization
• Omnichannel customer experience
• Proven ability to work effectively with business stakeholders, IT teams, and external vendors
• Excellent communication, facilitation, and documentation skills
• Bilingual in French and English (Verbal & Written)

• Configuration‑driven CRM solutions (no‑code / low‑code mindset)
• CDP experience (Bloomreach preferred): segmentation, journeys, activation
• Customer 360 concepts: identity resolution, deduplication, unified profiles
• CRM–CDP integration literacy (data…