D365 - Architect

Independence Pet Group

7d•Hybrid

About The Position

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. Principal Architect – D365 Sales, Service & Martech Lead This role will lead the design and implementation of IPH’s Dynamics 365 Sales and Service architecture, integrated with MarTech and Customer Data Platform (CDP) capabilities to deliver unified, omnichannel customer experiences across all brands. This transformation is central to IPH’s vision of becoming the global leader in pet health and insurance. Role Overview The D365 Sales, Service & Martech Lead will define and govern architecture for Dynamics 365 CE (Sales & Service), Customer Insights CDP, and the integrated marketing technology stack. This role ensures seamless orchestration of customer journeys, unified profiles, and compliance across ecosystems, enabling personalized engagement and agentic automation. Key Focus Areas D365 Sales & Service Transformation: Architect and implement unified CRM for B2C and B2B journeys. MarTech Integration: Connect D365 with marketing automation platforms (Braze, Adobe Marketo) for omnichannel activation. Customer Data Platform (CDP): Enable Customer/Lead 360 profiles via Microsoft Customer Insights integrated with Calandra data platform. Unified Experience: Deliver single pane of glass for agents with Talkdesk integration and Power Platform workflows. Privacy & Compliance: Ensure GDPR, CCPA, and consent management across all touchpoints.

Requirements

Platforms: Dynamics 365 CE (Sales, Service), Customer Insights CDP, Power Platform
MarTech Tools: Braze, Adobe Marketo, Dynamic Yield, Contentful
Integration: Azure API Management, Service Bus, Power Automate
Data & Analytics: Azure based - Calandra Data Platform, Databricks, Power BI
Compliance: GDPR, CCPA, SOC 2, PCI DSS

Nice To Haves

10+ years in CRM and MarTech architecture; 5+ years in Dynamics 365 CE
Experience with marketing automation platforms and CDP integration
Strong knowledge of omnichannel engagement and personalization strategies
Familiarity with the insurance or financial services industry preferred

Responsibilities

CRM Architecture (30%): Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes. Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social).
MarTech & CDP Integration (25%): Integrate D365 CE with Braze, Adobe Marketo, and other MarTech tools for campaign orchestration. Enable segmentation, personalization, and next-best-action decisioning using CDP data.
Process Orchestration & Automation (20%): Design Power Automate workflows for lead scoring, quote automation, and service routing. Embed AI-driven recommendations and agentic workflows for sales and service.
Data & Compliance Governance (15%): Establish governance for marketing and CRM data, privacy, and consent management. Align architecture with SOC 2, PCI DSS, GDPR, and CCPA compliance.
Strategic Leadership (10%): Develop roadmap for CRM and MarTech modernization aligned with IPH’s digital transformation goals. Partner with business leaders to drive adoption and maturity of D365 and MarTech capabilities.