Sr. Manager, CRM Platform and Business

Role Summary

Responsible for assessment, design, acquisition, implementation and use/enhancement of programming and systems analysis tools for the management and transformation of data into information for decision makers.

• Dynamics 365 CRM platform ownership
  :
  Primary platform owner for MS Dynamics 365 – configuration, customization, solution and environment management, release management, licensing and user administration.
• Dynamics data model stewardship
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  Maintain authoritative knowledge of the Dynamics data model (entities, relationships, option sets, security model) and ensure it continues to support evolving commercial processes without sprawl or technical debt.
• Master data management
  :
  Serve as system owner of the Customer Master and Product Data Dictionary; govern record creation, change and retirement across Dynamics, Oracle, Arena and ITSM, and ensure domain ownership is clear across the estate.
• Requirements and business process design
  :
  Work directly with Finance, Sales and other stakeholders to translate requirements into practical, deliverable system features. Drive system integrations.
• Integrations
  :
  Own the integrations between Dynamics and surrounding systems – Oracle EBS (R12), Arena PLM, Hub Spot and downstream reporting. Review interface logs, troubleshoot inter-system issues, and automate recovery and data updates.
• Oracle EBS interfacing
  :
  Partner with the Oracle EBS team on the CRM–ERP boundary – order/POBOM processing, product and pricing alignment, cost updates, customer master synchronization, and testing for Oracle changes that affect CRM.
• Reporting and analytics
  :
  Own reporting delivery across the enterprise stack – Power BI, Orbit and embedded Dynamics reports. Gather requirements, build reports directly where appropriate, and work with developers to deliver more complex reports.
• Data lake and downstream consumption
  :
  Ensure CRM data flows correctly into the enterprise data lake/warehouse to support BI, forecasting, cross-system analytics and Agentic AI, partnering with data engineering on schema, quality and freshness.
• AI productivity and agentic integrations
  :
  Actively use AI productivity tooling in day‑to‑day delivery and lead the design, evaluation and rollout of agentic AI integrations within Dynamics and the wider business‑applications landscape – from assistive copilots through to agents that execute multi‑step CRM and cross‑system workflows on behalf of users.
• Automations
  :
  Automate commercial and internal processes through configuration, workflow and Power Platform – e.g. lead-to-opportunity, quote-to-order handoff, approval routing, and CRM onboarding/offboarding.
• Month‑end and quarter‑end close
  :
  Support Finance through close activities – approval‑process monitoring, data integrity checks and resolution of in‑flight transactions.
• Development and operations contribution
  :
  Contribute to functional design, code and configuration reviews, unit test design, impact investigations and production debugging. Manage interface changes end‑to‑end.
• Security and access (CRM scope):
  Support the SSO/identity strategy from the CRM side – Entra , well‑designed security roles, and keeping account hygiene.
• Audit, vendor and cost management
  :
  Support annual audit requests within CRM; maintain vendor relationships, licensing and run‑costs in designated areas

• 8+ years in enterprise business applications, with 3–4 years as senior lead on Microsoft Dynamics 365 CRM.
• Deep, hands‑on expertise in Dynamics 365 CRM – configuration, customization, security model, solutions, workflows, Power Automate and the Power Platform.
• Authoritative command of the Dynamics CRM data model, including entity relationships, plug‑ins and extensibility patterns.
• Demonstrable experience integrating Dynamics CRM with Oracle E‑Business Suite (R12) – order‑to‑cash flows, customer master synchronization, product/pricing alignment.
• Experience designing and operating system‑to‑system integrations using REST, OData, web services and modern iPaaS/ETL tooling.
• Active, habitual use of AI productivity tooling in day‑to‑day delivery, and understanding designing or deploying agentic…