Job Purpose:
To serve as the primary business owner and product strategist for the Commercial Applications, driving the vision, configuration, and continuous optimization of customer relationship management capabilities used by sales, marketing, and customer service teams globally. This role ensures the Commercial Applications (CRM and relevant applications) deliver maximum business value through strategic feature prioritization, process alignment, development oversight, and comprehensive user enablement, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.
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 CRM and other Commercial Applications and driving user adoption
- Experience gathering requirements, configuring CRM 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