About the Role
The role involves acting as the day-to-day business owner for the CRM platform within Freight Forwarding Operations Excellence. The primary responsibility is to translate the agreed CRM strategy and roadmap into prioritized requirements, configuration, and continuous improvement of customer relationship management capabilities used by sales, marketing, and customer service teams globally. The role ensures the CRM delivers the intended business value through prioritization of requirements within the agreed roadmap, process standardization, release and quality assurance, and user training and support. Ultimately, this role supports revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.
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Key Accountabilities
- Product Ownership & Strategy
- Feature Management & Prioritization
- Cross-Functional Collaboration & Alignment
- Development Oversight & Quality Assurance
- Sales Process & Automation
- Account & Contact Management
- Marketing Automation & Campaign Management
- Customer Service & Case Management
- Data Management & Quality
- System Integration & Architecture
- Change Management & User Adoption
- Vendor & Partner Management
- Continuous Improvement & Innovation
- Collaboration
Qualifications, Skills and Experience
Required
- Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
- Experience in CRM management, product management, or sales operations
- Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
- Strong understanding of sales processes, methodologies, and commercial operations
- Experience in freight forwarding, logistics, or B2B services industry preferred
- Proven track record managing Commercial Applications and driving user adoption
- Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria
- Demonstrated ability to manage cross-functional stakeholder relationships
- Experience leading UAT and release management activities
- Background in training development and change management
- Understanding of CRM integration with ERP, quotation tools, and other business systems
Preferred
- Master's degree or MBA
- Microsoft Dynamics 365 certifications (MB-210: Sales, MB-220: Marketing, or similar)
- Professional certifications in Product Management (CSPO, CPM) or Sales Operations
- Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
- Experience with Dynamics 365 implementation projects from planning through go-live
- Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
- Experience with marketing automation and campaign management
- International or multi-regional CRM management experience
- Background in Sales, Sales Operations, or Commercial Excellence
Benefits
- Opportunity to work within a dedicated and diverse team of over 115,000 employees from 160 nationalities
- Exposure to cutting-edge technologies and innovation in trade and logistics
- Option for professional development and continuous improvement
- A commitment to inclusive and diverse workplace culture, encouraging free minds and different perspectives
