Sr. Manager, CRM Functional Lead / Architect

Role overview

Client advisory and analysis

• Advise executive sponsors, business leaders, product owners, and technology stakeholders throughout engagements.
• Lead strategic discussions, workshops, and design forums to clarify objectives, priorities, value, decisions, risks, and dependencies.
• Manage expectations while balancing client outcomes, solution quality, delivery feasibility, and commercial commitments.
• Lead discovery and model current- and future-state processes, capabilities, operating models, personas, journeys, business rules, and data needs.
• Translate objectives into traceable requirements, epics, user stories, acceptance criteria, process models, and measurable outcomes.
• Identify process optimization, automation, standardization, and out-of-the-box capability opportunities.
• Use approved AI and Copilot capabilities for analysis, modeling, documentation, and delivery with appropriate human oversight.

Architecture and delivery

• Define end-to-end functional architecture for workflows, security, user experience, data, reporting, integrations, and operating-model impacts.
• Lead solution design using Dynamics 365 Customer Engagement, Power Platform, and related Microsoft capabilities; promote fit-to-standard design.
• Shape responsible AI-enabled solutions for Government of Canada clients that meet security, privacy, accessibility, data-residency, governance, and policy requirements.
• Align cross-workstream designs with data, integration, and technical architecture teams; govern standards, decisions, assumptions, and impacts.
• Lead functional delivery from planning through stabilization; own cross-workstream decisions and escalations.
• Guide backlog prioritization and refinement, ensuring clear requirements, acceptance criteria, dependencies, and decisions.
• Assess changes and guide business validation, testing, deployment readiness, and adoption.

Leadership and practice contribution

• Set functional delivery standards and contribute reusable assets, methods, thought leadership, and lessons learned.
• Coach and mentor business analysts, functional consultants, and solution team members while providing quality oversight.
• Support opportunity shaping, solution definition, estimation, client presentations, and proposals.

Qualifications

• Relevant degree, diploma, or equivalent post-secondary education; certifications in business analysis, architecture, Agile, change, process improvement, Dynamics 365, or Power Platform are assets.
• Must hold current Government of Canada Reliability Status and either hold current Secret security clearance or be eligible to obtain and maintain it.
• 10+ years of progressive experience in business analysis, functional architecture, product ownership, solution consulting, or enterprise application delivery.
• Demonstrated leadership of complex public-sector CRM or enterprise application engagements, including advising senior Government of Canada stakeholders.
• Hands-on Dynamics 365 Customer Engagement and Power Platform experience across process, data, integration, reporting, security, and adoption.

Capabilities

• Executive advisory, stakeholder influence, negotiation, and facilitation.
• Business analysis, process and data modeling, requirements, and traceability.
• Dynamics 365 Customer Engagement and Power Platform functional architecture.
• Technical product ownership, backlog management, and acceptance criteria.
• Risk, scope, change, quality, and cross-workstream management.
• Team leadership, mentoring, functional governance, and continuous improvement.
• Build trust and alignment through sound judgment, collaboration, clear communication, and follow-through; adapt to executive, business, and technical audiences.

Success outcomes

Compensation

• Annual salary range for British Columbia and Ontario is $147,000 to $192,000; actual compensation may exceed the range where appropriate.