Manager, CRM Development & Operations

Job Purpose

Strategy

• Develop the department strategies in conjunction with corporate guidelines and objectives ensuring the achievement of corporate / division strategies
• Budget and Plans
• Develop the implementation of department budget and maintain financial performance versus the approved budget, ensuring that the division is aware of anticipated costs and that areas of unsatisfactory performance are identified for performance improvement opportunities

Policy, Processes and Procedures

• Recommend and ensure compliance to policies, processes and controls covering all areas of department activities, ensuring that all relevant procedural or legislative requirements are fulfilled

Day-to-Day Operations

• Lead CRM initiatives from ideation through delivery and continuous improvement with Ensure alignment between business requirements, solution design, and delivered functionality and Own delivery outcomes across scope, timeline, and quality.
• Actively supporting requirements/backlog refinement/solution design, creating and reviewing user stories/specs/acceptance criteria, validating Dynamics configurations, leading troubleshooting & root-cause analysis, and overseeing SIT/UAT testing with defect management.
• Managing system integrators, holding them accountable for deliverables, critically reviewing solution/architecture/implementation approaches, enforcing best practices and high-level coding standards, and defining delivery governance including sprint cadence, quality gates, and release controls.
• Partnering with marketing/loyalty/digital/CX teams, translating business needs into CRM capabilities, facilitating workshops, managing priorities, and aligning cross-functional stakeholders.
• Enabling effective Dynamics 365 (Sales/Service/Marketing) usage, using Dynamics 365 Customer Insights for unified profiles and segmentation, and supporting personalization, campaign targeting, and journey orchestration.
• Overseeing connectivity with airline systems (booking/loyalty/CDP), leveraging Azure cloud-native services and patterns (Azure Functions, APIs, messaging/event-driven architecture), and ensuring designs are scalable, secure, and maintainable.
• Maintaining quality/consistency standards and collaborating with data teams on data models, data flows, and compliance requirements.
• Identifying risks early, driving mitigation, resolving cross-team/vendor blockers, and providing transparent reporting on delivery health and KPIs.

Environment, Health, and Safety

• Ensure compliance to all relevant safety and environmental management policies, procedures and controls across the corporate guaranteeing employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude.

Education

• Bachelor’s degree in IT, MIS, Computer Science, Engineering or any computer related discipline is required
• Advanced English language proficiency is required.

Experience

• Minimum of twelve years work experience with at least six of which are in a relevant function and five in supervisory roles

Preferred Qualifications

• Experience with

Dynamics 365 Customer Insights

• (or similar CDP platforms)
• Hands-on exposure to

Azure Functions

• and serverless integrations
• Experience in airline, travel, or hospitality industries
• Familiarity with loyalty systems and customer data platforms

Skills

• Ability to balance leadership with hands-on execution
• Strong understanding of CRM data models, workflows, and integrations
• Solid Azure and cloud integration knowledge
• Excellent stakeholder and vendor management
• Strong analytical and problem-solving skills
• Agile / Scrum delivery experience