Senior Manager - CRM Product & Platform Owner

Ad Astra Consultants · India

About the Role

We are seeking a Senior Manager – CRM Product & Platform Owner to lead the end-to-end ownership of the Microsoft Dynamics 365 (D365) CRM platform , with a strong emphasis on Power BI analytics and data-driven decision-making .

The role combines product ownership, platform governance, stakeholder management, and hands-on Power BI expertise to ensure the delivery of a scalable, high-performing CRM ecosystem and actionable business insights.

The successful candidate will act as the single accountable owner for CRM , partnering closely with Commercial, Finance, IT, Data teams, and external vendors.

Key Responsibilities

1. CRM Product Ownership & Platform Leadership

• Own the end-to-end D365 CRM platform , including configuration, governance, administration, and ongoing enhancements.
• Lead go-live readiness, UAT, cutover, and post-go-live stabilization/hypercare .
• Manage platform administration, including:
• Security roles
• Environments
• Releases
• Access and governance
• Translate business requirements into a prioritized product backlog and actionable user stories .
• Ensure platform stability, scalability, security, and performance.

2. Product Roadmap & Delivery

• Define and execute the CRM product roadmap aligned with commercial and business priorities.
• Own backlog management, including:
• Prioritization
• Sprint planning
• Release planning and delivery
• Drive vendor and system integrator performance across build and run phases .
• Establish and enforce data governance and data quality standards .
• Monitor delivery against agreed timelines, quality standards, and business outcomes.

3. Power BI & Analytics Leadership — Hands-on

• Design and develop enterprise-grade Power BI dashboards , including:
• Commercial performance dashboards
• Customer 360 insights
• Executive and CFO-level reporting
• Build robust data models and semantic layers integrating D365, Finance, and operational systems.
• Develop advanced DAX measures and calculations .
• Apply star-schema data modelling and best practices.
• Ensure:
• Data accuracy
• Refresh reliability
• Dashboard performance
• Query optimization
• Establish a single source of truth for commercial reporting and data-driven decision-making.
• Translate complex data into clear, actionable insights for senior leadership.

4. Adoption, Change & Governance

• Drive CRM adoption through:
• Targeted training
• User enablement
• CRM champion networks
• Track and improve key CRM adoption and data-quality KPIs, including:
• Active users
• Pipeline completeness
• Data quality metrics
• Enforce consistent CRM processes and master data standards across regions .
• Identify adoption gaps and implement continuous improvement initiatives.

5. Stakeholder Management

• Partner closely with senior stakeholders across:
• Commercial / Sales Leadership
• Finance
• IT
• Data & Analytics Teams
• Ensure alignment between CRM data, financial reporting, and commercial performance.
• Operate effectively within a matrix organisation , influencing stakeholders without direct authority.
• Act as the trusted advisor and subject-matter expert for CRM and commercial analytics.
• Communicate complex technical and analytical concepts effectively to business and executive stakeholders.

Experience

• 10–12+ years of experience working with Microsoft Dynamics 365, particularly Sales / Customer Engagement .
• Proven experience as a CRM Product Owner, CRM Platform Lead, or equivalent leadership role in complex enterprise environments.
• Demonstrated experience owning CRM platforms through the complete lifecycle, from implementation and go-live to continuous improvement.
• Experience working in consulting, Big 4, System Integrator, Microsoft Partner , or large-scale enterprise transformation environments is preferred.
• Strong experience managing external vendors and system integrators.

Technical Expertise

Mandatory — Power BI

• Advanced Power BI expertise with hands-on dashboard development.
• Advanced DAX knowledge.
• Strong expertise in data modelling and star-schema architecture .
• Experience with performance tuning and optimization .
• Strong capability in executive dashboard design and data storytelling .
• Experience building enterprise reporting solutions and semantic models.

Dynamics 365 & Microsoft Power Platform

• Deep knowledge of Dynamics 365 Sales / Customer Engagement .
• Strong understanding of D365 configuration and platform administration.
• Hands-on knowledge of:
• Power Apps
• Power Automate
• Microsoft Power Platform
• Strong understanding of data integration and reporting architectures.
• Experience integrating CRM with Finance and operational systems .

Leadership & Functional Skills

• Strong product mindset with ownership and accountability for business outcomes.
• Ability to balance strategic product leadership with hands-on execution .
• Excellent stakeholder engagement, communication, and influencing skills.
• Proven ability to lead cross-functional delivery in matrix organisations .
• Strong problem-solving and analytical capabilities.
• Ability to translate business needs into scalable technology and analytics solutions.
• Strong vendor management and delivery governance skills.