CRM Administrator

As CRM Administrator, you will be responsible for the administration, optimization, and continuous improvement of the company’s Customer Relationship Management (CRM) platform. The CRM Administrator partners closely with Marketing, Loyalty, Guest Experience, Sales, Reservations, and Operations teams to ensure the CRM platform enables a 360-degree view of the guest and supports high-touch customer engagement throughout the entire travel journey. This role requires a blend of technical administration, data stewardship, process optimization, and stakeholder collaboration within a highly service-oriented environment.

Key Responsibilities

CRM Platform Administration

• Administer and maintain the airline’s CRM platform, Microsoft Dynamics 365
• Configure system settings, fields, objects, automation rules, workflows, and dashboards.
• Manage user access, permissions, roles, and security policies.
• Ensure platform stability, performance, and compliance with enterprise IT standards.

Customer Data Management

• Maintain high standards for data quality, governance, and integrity across guest profiles.
• Manage data imports, integrations, deduplication processes, and enrichment workflows.
• Support the creation and maintenance of a single customer view across reservations, loyalty, concierge services, and marketing systems.

Business Process Support

• Translate business requirements into CRM configurations and process improvements.
• Support workflows for:
  • Guest services and concierge interactions
  • Loyalty program engagement
  • VIP traveler management
  • Customer support case tracking
  • Marketing campaigns and guest communications

Integration Management

• Coordinate integrations between the CRM and other airline systems such as:
  • Passenger Service Systems (PSS)
  • Loyalty and rewards platforms
  • Marketing automation tools
  • Customer support platforms

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field
• 3–5 years of CRM administration experience
• Hands-on experience with enterprise CRM platforms
• Strong understanding of CRM data structures, automation, and integrations
• Experience with data management and reporting tools
• Knowledge of API integrations and data synchronization
• Strong analytical and problem-solving skills
• Excellent communication skills and ability to work with cross-functional teams