Functional Lead - Microsoft Dynamics 365

Role Overview:
We are seeking an experienced Functional Lead with 10+ years of experience to lead the functional design and implementation of CRM solutions using Microsoft Dynamics 365 and Power Platform. The role will focus on translating business processes and requirements into effective CRM solutions across Sales, Customer Service, and Marketing.

Key Responsibilities:

• Lead business process mapping and functional design for CRM across Sales, Service, and Marketing.
• Translate business requirements into Microsoft Dynamics 365 CRM functional solutions.
• Configure and optimise relevant Dynamics 365 modules, workflows, business rules, forms, views, and processes.
• Collaborate with business stakeholders to understand requirements, identify process improvements, and ensure effective CRM adoption.
• Prepare functional specifications, process documentation, configuration documents, and user guides.
• Support solution testing, validation, and user acceptance activities.
• Deliver user training and knowledge-transfer sessions for business users and key stakeholders.
• Provide functional guidance to technical and implementation teams throughout the CRM lifecycle.
• Ensure solutions align with CRM best practices, business objectives, and user experience expectations.

Required Experience & Skills:

• 10+ years of experience in CRM functional consulting, business analysis, or functional leadership.
• Strong hands-on experience with Microsoft Dynamics 365 CRM and Power Platform.
• Good functional expertise across Sales, Customer Service, and Marketing processes/modules.
• Proven experience in process mapping, requirements gathering, CRM configuration, and functional documentation.
• Experience in conducting user training, workshops, UAT, and stakeholder engagement.
• Strong analytical, communication, documentation, and stakeholder management skills.
• Ability to translate business needs into practical and scalable CRM solutions.

Key Deliverables:

• CRM business process maps and functional requirements.
• Dynamics 365 module configuration and functional design.
• Functional and user documentation.
• UAT and business validation support.
• User training and knowledge-transfer materials.