About the role
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.
RequirementsQualifications
- 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.