Job Description
About the Role
We are seeking an experienced Microsoft Dynamics CRM Manager to lead our Customer Relationship Management initiatives and oversee the implementation, customization, and optimization of our Dynamics 365 platform.
This role will drive CRM strategy, manage technical teams, and ensure successful delivery of CRM solutions that support business growth and customer engagement across digital banking services.
The ideal candidate will have strong experience in Microsoft Dynamics CRM (on-premises) implementations, integrations with enterprise systems, and leadership of CRM development teams.
Key Responsibilities
CRM Strategy & Leadership
- Define and execute CRM strategy aligned with business objectives.
- Lead the planning, design, and implementation of Microsoft Dynamics CRM solutions.
- Act as the primary point of contact for all CRM initiatives.
- Lead and mentor CRM developers and technical teams.
Implementation & Technical Management
- Oversee full lifecycle CRM implementation projects.
- Manage Dynamics CRM infrastructure and system performance.
- Design and implement customizations including:
- Entities
- Forms
- Views
- Workflows
- Business process flows
- Plugins
- Manage integrations with enterprise platforms such as core banking systems, telephony platforms, and marketing tools.
System Optimization
- Monitor CRM performance and implement improvements.
- Manage CRM governance including security roles and data standards.
- Provide expert troubleshooting and technical support.
- Conduct regular system audits and health checks.
Required Qualifications
Experience
- 8+ years experience with Microsoft Dynamics CRM / Dynamics 365
- Minimum 3 years in a CRM leadership or management role
- Proven experience delivering end-to-end CRM implementation projects
Technical Skills
- Dynamics CRM customization and configuration
- C# plugin development
- Dynamics CRM SDK
- Web APIs and integrations
- Power Automate
- Azure Logic Apps
- SQL Server & SSRS
- Active Directory & IIS
- Power BI
Professional Skills
- Strong leadership and stakeholder management
- Project management experience (Agile / Scrum)
- Excellent communication and analytical skills
Preferred Qualifications
- Experience within digital banking or financial services
- Integration experience with core banking systems such as Temenos
- CRM data migration and ETL tools (SSIS, KingswaySoft)
- Azure DevOps experience
- Microsoft Dynamics certifications (MB-200, MB-210, MB-220, MB-230)
