Sr. Manager, CRM Platform and Business Applications

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 decisionmakers.

Key Responsibilities

• 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: 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, HubSpot 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 ID authentication, 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

Job Requirements

Required Skills and Experience

• 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 AI integrations that span CRM and adjacent systems.
• Strong SQL skills and hands-on experience with enterprise reporting platforms – Power BI and Orbit in particular, plus embedded Dynamics reporting.
• Practical experience with data lakes / warehouses (e.g. Azure Synapse, Databricks, Snowflake) and how CRM data is modelled for downstream analytics.
• Proven ability to elicit requirements directly from Finance and Sales stakeholders and convert them into clear functional specifications and deployed features.
• Senior individual contributor mindset – self-directed, able to prioritize and deliver across competing demands, and to influence developers, analysts and business stakeholders without direct line authority.
• Working knowledge of identity and access management (Entra ID / SSO) and experience operating in an Azure cloud environment.
• Experience supporting month-end and quarter-end close from a systems perspective.

Desirable Skills and Attributes

• Experience integrating CRM with marketing automation platforms (e.g. HubSpot), Arena PLM, or ITSM tooling (e.g. HEAT/Ivanti).
• Microsoft Dynamics 365 / Power Platform certifications.
• Familiarity with master data management and data-quality frameworks, and with contract lifecycle management within CRM.
• AWS cost management, user and security-role management, and experience with a platform migration or major CRM upgrade program.