CRM Manager: Microsoft Dynamics

Job Summary

The CRM Platform Manager is responsible for the strategic ownership, governance, administration, and continuous improvement the company's Microsoft Dynamics 365 platform. This role serves as the business and technical leader for the CRM ecosystem, ensuring the platform supports company growth objectives, enhances customer experiences, improves operational efficiency, and drives user adoption across Sales, Marketing, Rental, Service, Parts, and Account Management functions.

The CRM Platform Manager partners closely with business leaders to align platform capabilities with organizational priorities. This position serves as the primary internal subject matter expert for Dynamics 365, Microsoft Power Platform, customer data management, workflow automation, reporting, and system integrations.

Duties and Responsibilities

• Leads the strategic direction, governance, roadmap, and continuous improvement of the Microsoft Dynamics 365 platform across all supported business functions.
• Serves as the primary business and technical owner of the CRM ecosystem, ensuring alignment with company growth objectives, customer lifecycle strategies, and operational priorities.
• Develops and maintains the CRM enhancement roadmap, prioritizing initiatives based on business value, user adoption, operational efficiency, and return on investment.
• Establishes and enforces CRM governance standards, data management policies, security protocols, and platform best practices.
• Manages CRM users, security roles, permissions, environments, system settings, and platform administration activities.
• Serves as the primary liaison between business stakeholders, IT, implementation partners, and third-party vendors for CRM-related initiatives, enhancements, and integrations.
• Oversees CRM integrations with enterprise systems including IntelliDealer, Dynamics Customer Insights, Microsoft Power Platform, and future business applications.
• Designs, configures, and manages entities, fields, forms, dashboards, workflows, business rules, automations, and application enhancements while maintaining scalability and platform integrity.
• Leads user adoption efforts through training, coaching, communication, change management, and continuous engagement with business teams.
• Builds and maintains executive dashboards, analytics, and reporting capabilities that provide actionable insights, forecasting visibility, accountability, and performance measurement.
• Monitors platform utilization, adoption metrics, data quality, and system performance, proactively identifying opportunities to improve effectiveness and user engagement.
• Maintains data governance standards by monitoring record accuracy, completeness, duplication, ownership, and overall data integrity.
• Provides advanced troubleshooting and support for complex CRM-related issues while ensuring timely resolution of user requests.
• Develops and maintains system documentation, business process documentation, governance standards, configuration records, and operating procedures.
• Follows all company policies and procedures as directed in the employee handbook and operational documentation.
• Follows all safety rules and regulations while performing work assignments and adheres to all policies and procedures as directed in the employee handbook and operational documentation.
• Performs all other duties assigned by management in a professional and efficient manner.

Required Skills

• 10 years of experience implementing, administering, and managing Microsoft Dynamics 365 CRM and related business applications.
• Demonstrated experience owning CRM strategy, governance, platform roadmaps, user adoption, and continuous improvement initiatives.
• Advanced knowledge of Microsoft Dynamics 365, Microsoft Power Platform (Power Apps, Power Automate, Dataverse), Microsoft 365, and related Microsoft technologies.
• Strong understanding of CRM architecture, data models, integrations, security frameworks, workflows, automation, and platform scalability.
• Experience integrating CRM with ERP, marketing automation, customer service, reporting, and other enterprise business systems.
• Ability to analyze business processes, gather requirements, and translate business objectives into scalable technology solutions and platform enhancements.
• Proven experience leading cross-functional initiatives, managing stakeholder relationships, and driving organizational change, training, and user adoption.
• Strong analytical, problem-solving, and decision-making skills with the ability to evaluate complex business challenges and develop practical solutions.
• Experience managing external vendors, consultants, implementation partners, and technology providers while ensuring alignment with business objectives.
• Exceptional communication, project management, and organizational skills with the ability to influence all levels of the organization and serve as a trusted advisor to business leadership.

Education and Experience

• Bachelor’s degree in Information Technology, Information Systems, Business, or a related field preferred, or equivalent work experience.
• 10 years of experience administering Microsoft Dynamics 365 CRM required.
• Experience supporting CRM users across multiple business functions preferred.
• Experience coordinating CRM integrations with ERP or marketing platforms preferred.

Core Performance Standards

CRM Platform Strategy & Governance

Provides strategic ownership of the CRM platform by establishing governance standards, prioritizing enhancements and ensuring alignment with organizational goals and long-term growth initiatives.

User Adoption & Organizational Enablement

• Drives user adoption and business value through effective training, communication, change management, and stakeholder engagement, ensuring the CRM platform becomes an integrated part of daily operations.

Business Intelligence & Leadership Visibility

Delivers accurate, actionable reporting, dashboards, and analytics that provide leadership with visibility into performance, customer activity, pipeline health, forecasting, and key business metrics.

Data Governance & Platform Integrity

Maintains a secure, reliable, and scalable CRM environment while ensuring high standards of data quality, consistency, ownership, and governance to support enterprise-wide decision-making.

Business Process Improvement & Continuous Innovation

Continuously improves processes, workflow automation, and platform capabilities by identifying opportunities to increase efficiency, enhance customer experiences, and leverage emerging Microsoft best practices.