Sr. Manager, CRM Functional Lead / Architect

Role overview

Client advisory and analysis

• Advise client leaders and stakeholders; lead strategic discussions, workshops, and design forums; balance outcomes, solution quality, feasibility, and commercial commitments.
• 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 opportunities; use approved AI and Copilot with human oversight.

Architecture and delivery

• Define functional architecture for workflows, security, user experience, data, reporting, integrations, and operating-model impacts.
• Lead fit-to-standard solution design using Dynamics 365 Customer Engagement, Power Platform, and related Microsoft capabilities.
• Shape responsible AI-enabled Government of Canada solutions 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 delivery through stabilization, backlog refinement, validation, testing, deployment readiness, adoption, and cross-workstream decisions.

Leadership and practice

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

Qualifications

• Preferred: relevant degree, diploma, or equivalent post-secondary education; listed business analysis, architecture, Agile, change, process improvement, Dynamics 365, or Power Platform certifications are assets.
• Must hold current Government of Canada Reliability Status and either hold current Secret clearance or be eligible to obtain and maintain it.
• Preferred qualifications include 10+ years of progressive relevant experience, leadership of complex public-sector CRM or enterprise application engagements, and hands-on Dynamics 365 and Power Platform experience.

Key skills and capabilities

• Executive advisory, stakeholder influence, negotiation, facilitation, business analysis, process and data modeling, and requirements traceability.
• Dynamics 365 Customer Engagement and Power Platform functional architecture; product ownership, backlog management, and acceptance criteria.
• Risk, scope, change, quality, and cross-workstream management; team leadership, mentoring, governance, and continuous improvement.

Success outcomes

Compensation

• The stated annual base-pay range for British Columbia/Ontario is CAD 147,000 to CAD 192,000; actual compensation may exceed the range in some cases.