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 scale.

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

Key Responsibilities:CRM Platform Ownership & Strategy:

• Own and manage the Microsoft Dynamics 365 CRM roadmap, aligning platform capabilities with business and customer experience goals
• Act as the internal CRM product owner, prioritizing enhancements, integrations, and feature development
• Continuously identify opportunities to improve personalization, automation, and customer engagementPlatform Administration & Optimization:

• Oversee day-to-day CRM operations including configuration, workflows, automation, and performance optimization
• Design and maintain scalable system architecture, including custom objects, fields, and business logic
• Ensure system reliability, uptime, and adherence to enterprise IT and security standardsCustomer Data & 360° Guest View:

• Lead the development and maintenance of a single customer view across all touchpoints
• Establish and enforce data governance, quality standards, and enrichment strategies
• Oversee data integrations, deduplication processes, and identity resolution across systems

Cross-Functional Business Enablement:

• Partner with key stakeholders to translate business needs into CRM-enabled workflows and solutions

Support and optimize processes across:

• Guest services and concierge interactions
• Loyalty and rewards programs
• VIP traveler management
• Customer support and case management
• Marketing campaigns and lifecycle communications
• Systems Integration & Ecosystem Management

Own integrations between CRM and critical systems, including:

• Passenger Service Systems (PSS)
• Loyalty and rewards platforms
• Marketing automation tools
• Customer support platforms

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