CRM Manager

We are seeking a CRM Manager to own, optimize, and evolve our Microsoft Dynamics 365 ecosystem as the central engine powering our customer experience.

This role goes far beyond system administration. You will serve as the product owner of our CRM platform, driving a unified, 360-degree view of the guest across the entire travel journey—from booking through post-flight engagement

.
You will partner closely with Marketing, Loyalty, Guest Experience, Sales, Reservations, and Operations to translate business strategy into scalable CRM solutions that enhance personalization, increase guest lifetime value, and enable high-touch service at scal

e.
This is a highly cross-functional, high-impact role at the intersection of technology, data, and customer experien

ce.
Key Responsibilit

ies:
CRM Platform Ownership & Stra

• tegy:
  Own and manage the Microsoft Dynamics 365 CRM roadmap, aligning platform capabilities with business and customer experience
• goalsAct as the internal CRM product owner, prioritizing enhancements, integrations, and feature devel
• opmentContinuously identify opportunities to improve personalization, automation, and customer enga

gement
Platform Administration & Optimi

• zation:
  Oversee day-to-day CRM operations including configuration, workflows, automation, and performance opti
• mizationDesign and maintain scalable system architecture, including custom objects, fields, and busine
• ss logicEnsure system reliability, uptime, and adherence to enterprise IT and security s

tandards
Customer Data & 360° Gu

• est View:
  Lead the development and maintenance of a single customer view across all t
• ouchpointsEstablish and enforce data governance, quality standards, and enrichment
• strategiesOversee data integrations, deduplication processes, and identity resolution acro

ss systems
Cross-Functional Business

Enablement:
• Partner with key stakeholders to translate business needs into CRM-enabled workflows a

nd solutions
Support and optimize proc

• esses across:
  Guest services and concierg
• e interactionsLoyalty and re
• wards programsVIP trave
• ler managementCustomer support and c
• ase managementMarketing campaigns and lifecycle
• communicationsSystems Integration & Ecosys

tem Management
Own integrations between CRM and critical syst

• ems, including:
  Passenger Servi
• ce Systems (PSS)Loyalty and r
• ewards platformsMarketing
• automation toolsCustomer s

upport platforms
• Collaborate with engineering and vendors to ensure seamless data flow and system

interoperability
Reporting, Insights & Conti

nuous Improvement:
• Develop dashboards and reporting frameworks to track customer engagement, operational efficiency,

and CRM performance• Provide actionable insights to Marketing, Operations, a

nd Leadership teams• Drive continuous improvement through testing, iteration, and data-dri

ven decision making
Requ

ired Qualifications:
• Bachelor’s degree in information systems, Computer Science, Busin

ess, or related field• 4–7 years of experience in CRM administration, management,

or product ownership• Hands-on experience with Microsoft Dynamics 365 or comp

arable enterprise CRM• Platforms like Salesforce,

Hubspot and Pipedrive• Strong understanding of CRM architecture, workflows, automat

ion, and integrations• Experience working with APIs, data pipelines, an

d system integrations• Proven ability to manage cross-functional stakeholders and translate business needs int

o technical solutions• Strong analytical, problem-solving, and

communication skills
Pre

ferred Qualifications:
• Experience in travel, hospitality, airline, or lu

xury service industries• Familiarity with customer data platforms (CDPs) and identit

y resolution strategies• Experience supporting loyalty programs or high-touch/V

IP customer experiences• Background in marketing automation or custom

er lifecycle man

agement
Success Metrics:
• Adoption and utilization of CRM

across business functions• Data quality, integrity, and complete

ness of customer profiles• Efficiency and scalability

of CRM-enabled workflows• Contribution to customer engagement, rete

ntion, and lifetime value• System performance, uptime, an

d integration reliabil

ity
Why This Role Matters:
The CRM Platform Manager is a foundational role in building a best-in-class customer experience engine. You will directly influence how we understand, engage, and serve our guests—especially in a high-touch, premium travel environment where personalization and service excellence ar