CRM Lead

CAI•Middletown, PA

1d•Hybrid

About The Position

The CRM Lead will collaborate closely with business stakeholders, IT leadership, and implementation partners to deliver scalable, secure, and compliant solutions that enhance customer experience and operational efficiency. We are seeking a highly skilled and experienced CRM Lead to join our IT team. This position will be full-time, hybrid, and is a contract position.

Requirements

Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related field
6–8+ years of experience supporting CRM systems in a lead or senior role
Demonstrated hands on experience with Microsoft Dynamics 365 CRM / Customer Engagement
Strong understanding of customer service operations, case management, and business process design
Proven ability to lead cross functional teams and manage stakeholder expectations
Excellent written, verbal, and facilitation skills.

Nice To Haves

Experience in government, transportation, tolling, utilities, or large public sector organizations
Experience with Dynamics 365 integrations, Power Automate, Power Apps, or Power BI
Familiarity with IT governance, change management, and enterprise architecture concepts
Microsoft Dynamics 365 certifications (Functional Consultant, Solution Architect) or comparable credentials

Responsibilities

Serve as the primary owner and functional lead for the client CRM platform
Define CRM vision, roadmap, and enhancement priorities aligned with organizational objectives
Establish and enforce CRM functional standards, best practices, and governance
Provide thought leadership on customer engagement, digital service delivery, and CRM innovation
Lead functional design, configuration, and optimization of Microsoft Dynamics 365 Customer Engagement modules
Oversee CRM capabilities such as case management, customer profiles, workflows, SLAs, and omnichannel communications
Partner with technical teams to ensure proper use of Dynamics 365 features, Power Platform components, and integrations
Manage system upgrades, releases, and platform enhancements
Engage business units to understand customer service, tolling support, billing, and communications needs
Lead requirements gathering, solution design sessions, and functional validation
Translate business needs into clear functional specifications and user stories
Ensure solutions align with public sector regulations, audit requirements, and accessibility standards
Coordinate CRM integrations with tolling systems, ERP/financial platforms, identity management, and external services
Ensure strong data governance, data quality, and customer master data management
Support dashboards, reports, and analytics that drive insights into customer Support CRM implementations, enhancements, and production releases
Oversee or support user acceptance testing (UAT) and training efforts
Promote user adoption and continuous improvement through feedback and performance metrics