We are seeking an experienced MS Dynamics Techno-Functional Consultant to drive the optimization, enhancement, and adoption of our Microsoft Dynamics CRM platform. This role serves as the key interface between business stakeholders, technology teams, and external vendors, ensuring that CRM capabilities are fully leveraged to improve customer experience, operational efficiency, and business performance.
The successful candidate will combine strong functional knowledge of Microsoft Dynamics with business process expertise, data analytics, and automation capabilities to identify and deliver continuous improvement initiatives. The role will focus on CRM enhancements, workflow automation, reporting transformation, stakeholder engagement, and supporting the delivery of innovative customer service solutions.
Key Responsibilities
CRM Strategy & Optimization
- Drive continuous improvement and optimization of the Microsoft Dynamics CRM platform.
- Identify and implement automation opportunities to improve operational efficiency and customer experience.
- Analyze CRM usage, customer interaction data, and business processes to recommend enhancements and best practices.
- Ensure maximum adoption and utilization of CRM capabilities across business functions.
Stakeholder & Vendor Management
- Act as the primary liaison between business users, technology teams, Microsoft, and third-party development partners.
- Collaborate with stakeholders to understand business needs and translate them into effective CRM solutions.
- Coordinate system enhancements, integrations, and feature improvements with internal and external teams.
- Provide functional expertise and guidance on CRM capabilities and best practices.
Business Process Improvement
- Evaluate existing processes and recommend technology-driven improvements that enhance effectiveness and reduce manual effort.
- Ensure digital solutions align with operational requirements while delivering measurable business value.
- Support process standardization, workflow optimization, and continuous improvement initiatives.
Reporting & Analytics
- Design, develop, and automate operational, management, and stakeholder reports within the CRM environment.
- Leverage business intelligence and analytics to identify trends, monitor performance, and drive informed decision-making.
- Ensure reporting accuracy, consistency, and accessibility across business functions.
- Translate complex data into actionable insights for key stakeholders.
Agile Delivery & Solution Implementation
- Represent business requirements during sprint planning, backlog refinement, sprint reviews, and project delivery activities.
- Collaborate with development teams to define solution requirements and support successful implementation.
- Participate in testing, user acceptance activities, deployment planning, and go-live support.
- Contribute to roadmap planning and prioritization of CRM enhancement initiatives.
Innovation & Future Capability Development
- Monitor industry trends, emerging technologies, and CRM innovations to identify opportunities for future improvements.
- Evaluate and recommend new capabilities that enhance customer engagement and operational performance.
- Support strategic technology initiatives and digital transformation programs.
Qualifications
- High School Diploma required; Bachelor's Degree in Business, Information Technology, Computer Science, or related field preferred.
- Microsoft Dynamics certifications are advantageous.
Experience
- Minimum 5 years of professional experience.
- At least 3 years of customer service experience within aviation, hospitality, customer experience, or similar service-focused industries.
- Minimum 2 years of experience working as a Microsoft Dynamics Administrator, Functional Consultant, Techno-Functional Consultant, or CRM Specialist.
- Hands-on experience with Microsoft Dynamics 365 CRM and related technologies.
- Experience working within Agile delivery environments.
- Strong background in reporting, analytics, and business intelligence.
Skills & Competencies
- Strong Microsoft Dynamics 365 functional and techno-functional expertise.
- Knowledge of CRM configuration, workflows, automation, and process optimization.
- Advanced reporting and data analytics capabilities.
- Excellent stakeholder management and communication skills.
- Ability to translate business requirements into effective CRM solutions.
- Strong problem-solving and analytical skills.
- Experience working with cross-functional teams, vendors, and technology partners.
- Understanding of customer service operations and customer experience best practices.
- Ability to manage multiple initiatives in a fast-paced environment.
