Dynamics 365 Sales & Customer Experience Manager

We are looking for a person with the ability to combine strategic vision, customer orientation, and technological knowledge, accustomed to working in multidisciplinary and transformative environments.
Requirements:

• University degree in Business Administration, Marketing, Engineering, or related disciplines.
• Demonstrable experience as a functional administrator, Product Owner, CRM Manager, or business lead for Microsoft Dynamics 365 Sales.
• Deep knowledge of the commercial processes supported by Dynamics 365 Sales.
• Experience working with implementation partners and technological teams in Microsoft Customer Engagement environments.
• Minimum of 6 years of experience in positions linked to Customer Experience, Customer Journey, CRM, or Digital Transformation with high technological exposure.
• Experience in the functional management of Dynamics 365 platforms and customer experience solutions.
• Knowledge of the Microsoft Dynamics 365 ecosystem, especially Dynamics 365 Sales and associated solutions such as Customer Insights, Customer Service, and Customer Voice.
• Experience in the coordination of technological providers and digital solution implementation projects.
• Ability to interpret and exploit qualitative and quantitative data oriented towards decision-making.
• Experience in the management of digital products or applications directed at customers.
• Ability to work transversally with marketing, sales, operations, contact center, technology, and business areas.

• Valuable experience in process automation, customer-applied artificial intelligence, and conversational AI solutions.
• Valuable knowledge of commercial processes and digital platforms oriented towards the end customer.

• Opportunity to lead strategic Customer Experience and Digital Transformation initiatives.
• Participation in high-impact projects related to automation, artificial intelligence, and digitalization.
• Collaborative and multidisciplinary environment with constant interaction with business and technology.
• Wide organizational visibility and capacity to influence the customer experience.

We are looking for a professional with a solid combination of Customer Experience and technological management experience, capable of designing, implementing, and optimizing the digital customer experience throughout the entire relationship cycle. They will be responsible for connecting business, technology, and data to guarantee an exceptional, measurable, and scalable omnichannel experience supported by automation and artificial intelligence.

• Experience in Microsoft Dynamics 365 Sales is required
• Minimum of 6 years of experience in positions linked to Customer Experience

The selected person will be responsible for driving and executing the digital customer experience strategy, acting as a link between business areas and technological partners to ensure the correct implementation and evolution of Customer Experience solutions.
Among their main responsibilities are:

• Design and evolve the end-to-end digital Customer Journey, identifying improvement opportunities and eliminating friction points in each phase of the customer relationship cycle.
• Lead the implementation and optimization of digital tools and solutions oriented towards customer management within the Microsoft Dynamics 365 ecosystem.
• Act as a functional reference for customer experience platforms, combining a business vision with a technical understanding of the implemented solutions.
• Coordinate and supervise the correct implementation of new functionalities together with external technological partners.
• Translate business needs into functional requirements and ensure their correct adoption by internal users.
• Train and support sales, marketing, contact center, and business teams to maximize the use and exploitation of the tools.
• Implement new digital service channels, including chatbot solutions and omnichannel experiences.
• Develop Voice of the Customer (VoC) initiatives to capture feedback and drive continuous improvements.
• Analyze behavior and experience data to identify optimization opportunities in the customer relationship.
• Define and monitor key experience indicators such as NPS, CSAT, CES, response times, and resolution times.
• Collaborate with Technology, Data, and Digital Transformation teams to incorporate automation, advanced analytics, and artificial intelligence into customer interaction processes.
• Promote a customer-centric culture through continuous improvement and digital transformation initiatives.
• Act as the functional lead for Dynamics 365 Sales, defining requirements, prioritizing evolutions, and ensuring the correct adoption of the platform by the business teams.
• Supervise, together with the technological partner, the configuration, implementation, and evolution of the solution, guaranteeing its alignment with commercial and customer experience processes.

Position 100% on-site in Sevilla.