CRM & CDP Solution Analyst

Vacances Air Canada Vacations / Air Canada Rouge•Montreal, QC

1d•Hybrid

About The Position

Air Canada Vacations is embarking on a major transformation through the Leapfrog program, including the implementation of a new Microsoft Dynamics CRM and Bloomreach Customer Data Platform (CDP). We are seeking a Senior CRM & CDP Solution Analyst to play a critical role in the functional design, business alignment, and successful delivery of these platforms. This role will work closely with business stakeholders, IT teams, and external system integrators to ensure that customer, sales, service, and marketing requirements are translated into scalable, best‑practice CRM and CDP solutions. This is a hands‑on delivery role focused on implementation and transition to support.

Requirements

5+ years of experience as a Business Analyst, Solution Analyst, or Functional Analyst
Hands on experience with Microsoft Dynamics 365 CRM (Sales, Service, Marketing modules)
Practical experience with a Customer Data Platform (CDP) or marketing data platform (e.g., Bloomreach, Salesforce CDP, Adobe, Tealium)
Strong understanding of: Customer data models and 360 concepts, Segmentation, customer journeys, and personalization, Omnichannel customer experience
Proven ability to work effectively with business stakeholders, IT teams, and external vendors
Excellent communication, facilitation, and documentation skills
Bilingual in French and English (Verbal & Written)
Configuration‑driven CRM solutions (no‑code / low‑code mindset)
CDP experience (Bloomreach preferred): segmentation, journeys, activation
Customer 360 concepts: identity resolution, deduplication, unified profiles
CRM–CDP integration literacy (data flows and dependencies)
Data ingestion concepts: real‑time and batch
Journey and campaign analytics requirements (ROI, conversion, response rates)
Strong verbal and written communication skills
Ability to engage and influence stakeholders across business and IT
Collaborative, team‑oriented working style
Ability to lead workshops and functional discussions
Influence decisions without formal authority
Sound judgment and decision‑making skills
Comfortable leading through ambiguity and change

Nice To Haves

Bachelor’s degree in Information Systems, Business, Computer Science, Engineering, or a related field
An equivalent combination of education and relevant experience will be considered
Microsoft Dynamics 365 certifications (e.g., Customer Engagement, Sales, Customer Service, or Marketing)
Customer Data Platform (CDP) or marketing technology certifications (e.g., Bloomreach, Salesforce CDP, Adobe)
Business Analysis certifications (e.g., CBAP, CCBA, PMI‑PBA)
Agile / delivery framework certifications (e.g., Scrum, SAFe, Agile BA)

Responsibilities

Act as the functional subject matter expert (SME) for Microsoft Dynamics CRM and Bloomreach CDP during implementation
Lead the elicitation, analysis, and documentation of business requirements across: Customer Service and Call Centre operations, Marketing, campaigns, journeys, and personalization, Sales and customer lifecycle management
Translate business needs into: CRM configurations (entities, processes, workflows), CDP use cases (segmentation, identity resolution logic, activation rules)
Collaborate with external System Integrators to: Review and validate functional designs, Ensure alignment with ACV business objectives and best practices, Balance out‑of‑the‑box capabilities versus custom solutions
Define and manage: User stories, use cases, and acceptance criteria, End‑to‑end business scenarios spanning CRM and CDP
Support User Acceptance Testing (UAT), defect triage, and go‑live readiness
Contribute to internal knowledge transfer and post‑implementation support readiness