Contribute deep D365 Sales & Marketing domain expertise to the CRM application roadmap developed by the Product Owner.
Ensure alignment between D365 capabilities — including lead management, opportunity tracking, pipeline analytics, campaign orchestration, and customer segmentation — and the strategic CRM direction, with a focus on understanding, mapping, and optimizing underlying business processes to drive continuous improvement.
Monitor CRM application performance against defined KPIs, including user adoption, data quality, pipeline accuracy, and marketing conversion rates, and propose optimization measures.
Manage the D365 CE application lifecycle including Dynamics 365 release waves, feature adoption, and deprecation planning.
Act as the primary escalation point for all D365 CRM-related matters across Americas, EMEA, and APAC regions.
Ensure data governance, compliance, including GDPR and regional data privacy, and process standards are met within the D365 environment.
Ensure quality and availability of the D365 Sales & Marketing applications, including uptime, performance, data accuracy, and sync reliability with connected systems.
Serve as the first point of contact for global sales and marketing users and stakeholders regarding D365 functionality, configuration, and best practices — coordinating with the Product Owner on matters involving roadmap direction or strategic scope.
Collaborate with UX experts and development teams, including internal, external, and SI partners, to translate business requirements into functional D365 solutions, model-driven apps, and Power Platform extensions.
Gather and analyze business requirements from stakeholders across Sales, Marketing, and Customer Service, translating them into functional specifications and solution designs for the D365 platform.
Manage and document D365 configurations, customizations, integrations, and system dependencies.
Coordinate Dynamics 365 release updates, patches, and solution deployments in alignment with the Product Owner's release planning and Microsoft's release cadence.
Coordinate test planning, execution, and User Acceptance Testing (UAT) management for D365 releases, enhancements, and new feature deployments.
Conduct user enablement in collaboration with the Product Owner: develop and deliver training programs, maintain documentation, facilitate workshops, and provide Tier-2 support for D365 Sales & Marketing users globally.
Collect and consolidate user feedback, CRM operational insights, and improvement ideas, working jointly with the Product Owner to inform roadmap prioritization.
Support change management activities related to CRM adoption, including communication planning, readiness assessments, and transition support for new features and processes.
Perform or coordinate incident analysis and resolution for D365-specific issues, working with Microsoft Support and implementation partners as needed.
Ensure seamless data integration and interface management between D365 and connected systems, including ERP, Power BI, SharePoint, Azure services, and third-party tools.

Qualifications

Completed degree in Business Informatics, Computer Science, Information Systems, or a comparable field.
5–8 years of experience with Microsoft Dynamics 365 Customer Engagement, Sales and/or Marketing modules, combining functional depth with the ability to coordinate technical specialists and make informed platform decisions.
Demonstrated experience in business requirements analysis, business process mapping, and translating business needs into CRM platform solutions.
Proven experience in application lifecycle management and IT service operations within a D365 / CRM context.
Strong understanding of CRM processes: lead-to-opportunity, account/contact management, campaign management, customer segmentation, and pipeline analytics.
Experience with the Power Platform, including Power Automate, Power Apps, and Power BI, as it relates to extending D365 capabilities.
Experience managing D365 environments, including solution management, ALM, Dataverse administration, and security roles.
Proven ability to coordinate cross-functional, cross-regional teams without direct authority.
Experience working in agile environments, ideally alongside Product Owners.
Excellent proficiency in English, both verbal and written; Spanish and/or German a plus.

Application Owner - Dynamics 365

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