Head of CRM (MS Dynamics 365) - Lisbon - Hybrid Lisboa

Head of CRM (MS Dynamics 365) - Lisbon - Hybrid
Lisboa
Lisboa, Lisboa, Portugal

Location : Lisbon - Portugal (Hybrid - open to discuss onsite %)

Type : Permanent

The Company

My client is a global leader in advanced hybrid network solutions, supporting
- critical operations in the maritime, energy and humanitarian sectors. With more than 1, 500 employees across 30+ countries, they are undergoing a significant digital transformation across core systems including CRM, data, and sales platforms.

As part of this evolution, they are seeking an experienced and
- on Head of CRM to take ownership of the global Microsoft Dynamics 365 platform and lead its transformation into a unified
- wide solution.

The Role

This is a strategic and
- focused leadership role, responsible for both managing
-
- day CRM operations and guiding a major platform transformation. The successful candidate will lead a growing international CRM team and serve as the key liaison for sales and marketing stakeholders.

The CRM environment is currently fragmented across multiple systems and regions. A significant part of the role will involve consolidating these into a centralised Dynamics 365 solution, while embedding Agile/SAFe working methods and ensuring close collaboration with
- functional teams.

This is not a conventional 9-to-5 position; the role demands flexibility, resilience, and a strong sense of ownership.

Key Responsibilities

Strategic and Operational Leadership

• Define and drive the global CRM strategy and transformation roadmap.
• Consolidate disparate CRM systems into a single Microsoft Dynamics 365 platform.
• Align CRM development and business change efforts with ongoing transformation programmes (e. g. Order-to-Cash, Data).

Team Management

• Line manage and support a distributed team including:
• Two senior developers (Netherlands – contractors)
• One developer and one tester (India – offshore)
• One functional consultant (UK)
• Provide
  -
  - day direction, mentoring and prioritisation.

Platform Oversight

• Take ownership of Microsoft Dynamics 365 and integrated tools such as Tacton CPQ, Luminance CLM and Docu
  Sign.
• Ensure platform stability, performance and regulatory compliance (e. g. GDPR).
• Act as the main escalation point for CRM-related technical and operational issues.

Stakeholder Collaboration

• Act as the CRM lead for Sales and Marketing (approximately 80% of system focus).
• Work with external suppliers and internal business units to ensure smooth delivery and CRM adoption.
• Embed Agile/SAFe practices into CRM development and team operations.

Essential Experience

• Proven leadership in CRM strategy, team management and platform transformation.
• Strong practical expertise in Microsoft Dynamics 365 (Sales and Marketing modules essential).
• Familiarity with sales process optimisation and CRM-enabled campaign execution.
• Experience in managing hybrid delivery teams across regions and time zones.
• Exposure to Agile or SAFe delivery models.

Desirable

• Background in telecoms or managed service provider (MSP) environments.
• Working knowledge of GDPR and data governance in CRM systems.
• Familiarity with Tacton CPQ, Luminance CLM or Docu
  Sign.

Attributes

• Hands-on, proactive and
  - focused.
• Strong communicator and confident working with senior stakeholders.
• Adaptable, collaborative and capable of thriving in complex transformation environments.
• Fluent in English (Dutch is an advantage).

Why This Role?

This is a rare opportunity to shape the CRM function in a growing, global organisation at the heart of its digital transformation. The successful candidate will gain autonomy, visibility and the chance to drive meaningful change while working alongside a highly capable, international team.

Applications from candidates based in or near Lisbon are strongly encouraged due to the hybrid working setup.