Lead, CRM Functional
Role Overview
Lead and continuously improve TAQA Distribution’s Microsoft Dynamics 365 CRM ecosystem.
Support customer service, sales, field operations, and digital transformation through CRM solutions.
This is a hands-on functional role focused on configuration, development, implementation, testing, and continuous improvement.
Key Skills for This Role
Full Job Posting
Role Overview
Lead and continuously improve TAQA Distribution’s Microsoft Dynamics 365 CRM ecosystem.
Support customer service, sales, field operations, and digital transformation through CRM solutions.
This is a hands-on functional role focused on configuration, development, implementation, testing, and continuous improvement.
What You’ll Do
- Own the Microsoft Dynamics 365 CRM roadmap and functional landscape.
- Design, configure, develop, and test CRM solutions across business processes and customer journeys.
- Work with Customer Service, Commercial, and Operations teams to improve processes.
- Configure forms, entities, workflows, case management, service requests, and CRM reporting.
- Support integrations with Oracle CC&B, Contact Centre, Digital Channels, and other enterprise platforms.
- Lead requirements, functional design, SIT/UAT, deployment, and post-go-live support.
- Manage demand, enhancement backlogs, releases, and functional governance.
- Improve CRM adoption, data quality, user experience, and business value.
- Support Microsoft Copilot and AI-enabled CRM capabilities.
- Prepare documentation, test cases, deployment packs, and training materials.
- Support approximately five to eight CRM projects or enhancements.
Dynamics 365 Experience
- Microsoft Dynamics 365 experience is mandatory.
- Strong hands-on experience across multiple Dynamics 365 modules is required.
- Relevant modules include Customer Service, Sales, Customer Insights, Field Service, and Contact Center.
- Experience with Power Platform, workflows, integrations, and CRM data management is advantageous.
What We’re Looking For
- At least six years of relevant CRM experience is required.
- Experience with Microsoft Dynamics 365 configuration, development, implementation, and testing is required.
- Experience across multiple Dynamics 365 CRM modules is required.
- Experience with integrations, data management, SIT/UAT, and production releases is required.
- A bachelor’s degree in IT, Computer Science, Business, or a related field is required.
- AI, Copilot, and CRM automation experience is advantageous.
Role Focus
The role requires a hands-on Dynamics 365 functional specialist who can configure and develop the platform, design solutions, test functionality, troubleshoot issues, and support implementations.
Experience limited to project management, stakeholder management, status reporting, or workshops without hands-on Dynamics 365 configuration, development, and testing is not suitable.
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