Dynamics 365 CRM Lead

Group Voyagers

23d

About The Position

The Technology organization is a global function that partners closely with business leaders across regions and brands to enable scalable, secure, and customer-centric capabilities for the Globus Family of Brands. The team is responsible for defining, delivering, and operating enterprise technology solutions that support business growth, operational excellence, and continuous innovation. Technology spans multiple core capability areas, including but not limited to: • Enterprise Applications & Platforms (CRM, ERP, digital experience, and operational systems) • Data, Analytics & Master Data Management • Software Engineering & Enterprise Value Delivery • Business Analysis & Quality Assurance • Infrastructure, Cloud & End-User Computing • Cybersecurity, Risk & Compliance • IT Service Management & Support The Technology team works across geographies and time zones to deliver reliable, modern platforms that support sales, marketing, customer service, operations, and fulfillment. In partnership with business stakeholders and external vendors. Technology ensures systems are stable, scalable, and aligned to enterprise standards while continuously improving user experience and data-driven decision making. As part of this mandate, the Technology organization defines and executes the enterprise CRM and Data strategy, ensuring that customer platforms support business objectives, drive adoption, enable personalization, and remain competitive in a rapidly evolving digital landscape. The CRM COE Leader drives the establishment and operation of the CRM Center of Excellence. This role is focused on standardizing best practices, fostering a culture of continuous improvement, and ensuring that CRM-related innovations are adopted across the organization. The CRM Lead is responsible for the following results:

Requirements

A bachelor’s or master’s degree in Business Administration, Information Systems, Computer Science, Marketing, or a related field; or ten or more years of relevant experience in product management or CRM; or an equivalent combination of education and experience.

Nice To Haves

10+ years of experience in CRM strategy, implementation, or management with at least 5 years in a leadership role preferably within a large, complex organization.
Proven track record of leading CRM initiatives and cross-functional teams.
Experience with CRM platforms (e.g., Microsoft Dynamics, SAP CRM, etc.).
Demonstrated experience in developing and implementing business processes and best practices.
Experience in change management, training, and process improvement.
Strong background in stakeholder management, especially working with executive leadership.

Responsibilities

Develop and implement a COE strategy that aligns with GFOB’s overall CRM vision and business objectives.
Oversee the creation, maintenance, and dissemination of business process, product and technical best-practice guidelines and standard operating procedures. Ensure these standards are consistently applied across all CRM initiatives and teams.
Evaluate, recommend, and drive the adoption of CRM-related innovations, tools, and methodologies across the organization. Ensure new solutions are integrated effectively and deliver measurable benefits.
Facilitate continuous training and process improvements across CRM-related activities.
Serve as the primary liaison between executive leadership and CRM delivery teams.
Establish and track key performance indicators (KPIs) for CRM processes and COE initiatives. Use data-driven insights to identify areas for improvement and measure the impact of COE activities.
Partner with Sales, Marketing, IT, and Customer Service teams to ensure CRM strategies and solutions are fully integrated and support business goals across departments.
Oversee data quality, security, and compliance within the CRM system, ensuring adherence to organizational policies and regulatory requirements.
Oversee CRM COE budgets, resources, and project prioritization to ensure efficient use of organizational assets.
Regularly report on CRM COE initiatives, performance metrics, and outcomes to executive leadership and other stakeholders.