Our client is seeking an experienced and innovative Head of CRM to lead the strategic, operational, and development initiatives of our Sales and Marketing applications based on Microsoft Dynamics 365.
This role will be central to managing the CRM platform across the Company group, combining operational ownership with leadership of a dynamic development team. You will work closely with cross-functional business stakeholders, particularly sales, marketing, and operations, to ensure that the CRM platform aligns with business goals and supports the company’s strategic objectives.
As the Head of CRM, you will be responsible for both the day-to-day running of the Microsoft Dynamics 365 platform and for driving its evolution through an innovative roadmap that delivers optimal business value.
You will have a leading role in the consolidation and transformation of the sales & marketing application of the group.
You will report to the IT Director of Commercial Platforms.
Main Tasks
Strategic Leadership
- Develop and implement the CRM strategy aligned with company goals, focusing on leveraging Microsoft Dynamics 365 to support sales and marketing initiatives.
- Lead the design and delivery of the CRM roadmap, ensuring it supports long-term business objectives.
- Stay updated with CRM best practices, trends, and new features within Microsoft Dynamics 365, integrating relevant advancements into the platform.
Operational Platform Ownership
- Take full ownership of the Microsoft Dynamics 365 CRM platform, ensuring its stability, security and performance.
- Oversee system administration, configuration, and maintenance, ensuring the platform meets business requirements.
- Ensure compliance with relevant regulations (e.g., GDPR) and internal data governance policies.
- Act as the primary point of escalation for any technical or operational issues related to the CRM system.
Development Leadership
- Lead a team of CRM developers and technical specialists, providing guidance, mentorship and performance management.
- Manage CRM development projects from concept to deployment, including integration and ongoing enhancements.
- Collaborate with the IT teams to ensure seamless integration of the CRM platform with other business systems (e.g. ERP, customer support systems etc).
Business Collaboration & Support
- Collaborate with senior business stakeholders, including finance, sales, marketing, and operations teams, to provide expert advice, gather requirements and drive process improvements.
- Support the sales and marketing teams in utilizing CRM data and insights to improve lead management, customer segmentation, and campaign execution.
- Ensure the CRM system offers accurate and timely reporting to drive business intelligence initiatives.
Qualifications & Professional Skills
- Bachelor’s degree in information technology, Computer Science, Business Management, or related field.
- Proven experience in a CRM leadership role, preferably within an IT department.
- Extensive hands-on experience with Microsoft Dynamics 365 CRM solutions (Sales and Marketing modules essential).
- Strong understanding of CRM systems, processes, and best practices in sales and marketing.
- Experience in leading CRM development teams and managing large-scale CRM projects.
- Excellent understanding of data governance, compliance, and security best practices.
Attitude & Interpersonal Skills
- Focused on building long-term, trusting relationship with stakeholders.
- Very strong communication skills and extensive experience in interacting with business stakeholders
- Excellent English verbal and written communication skills.
- A challenger mindset and an action-oriented attitude.
- Ability to work independently as well as part of a team.
- Ability to handle multiple tasks and prioritize effectively.
We offer
- Opportunity to shape the future CRM landscape of the organization
- Flexible hybrid work situation
- Company Training Academy for professional and personal development
- Equal opportunities employer
- Cultural diversity
- Attractive working environment in an international company
- Employee social events
