Global Manager – Commercial Applications Business Owner - Freight Forwarding

The Peninsular and Oriental Steam Navigation Company; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

The Peninsular and Oriental Steam Navigation Company seeks a Global CRM Owner to lead the CRM platform for Freight Forwarding Operations Excellence, guiding Sales, Marketing and Customer Service initiatives.

You will translate CRM strategy into prioritized requirements, oversee configuration, testing, releases, training and user adoption, ensuring data quality and process standardisation to drive revenue growth and data-driven decisions across the freight forwarding network.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field.
• Experience in CRM management, product management, or sales operations.
• Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules).
• Strong understanding of sales processes, methodologies, and commercial operations.
• Experience in freight forwarding, logistics, or B2B services industry preferred.
• Proven track record managing Commercial Applications and driving user adoption.
• Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria.
• Demonstrated ability to manage cross-functional stakeholder relationships.
• Experience leading UAT and release management activities.
• Background in training development and change management.
• Understanding of CRM integration with ERP, quotation tools, and other business systems.

Responsibilities

• Product Ownership & Strategy
• Feature Management & Prioritization
• Cross-Functional Collaboration & Alignment
• Development Oversight & Quality Assurance
• Sales Process & Automation
• Account & Contact Management
• Marketing Automation & Campaign Management
• Customer Service & Case Management
• Data Management & Quality
• System Integration & Architecture
• Change Management & User Adoption
• Vendor & Partner Management
• Continuous Improvement & Innovation
• Collaboration

Skills

CRM management

Product management

Sales operations

Dynamics 365 CRM

Stakeholder management

UAT testing

Training & change mgmt

ERP integration

Sales process knowledge

Cross-functional collaboration

Education

Bachelor's degree

MBA

Tools

Power Platform

MS Dynamics 365

Job description

Job Purpose:

To act as the day-to-day business owner for the CRM platform within Freight Forwarding Operations Excellence, translating the agreed CRM strategy and roadmap into prioritised requirements, configuration, and continuous improvement of customer relationship management capabilities used by sales, marketing, and customer service teams globally. The role ensures the CRM delivers the intended business value through prioritisation of requirements within the agreed roadmap, process standardisation, release and quality assurance, and user training and support, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.

Key Accountabilities:

• Product Ownership & Strategy
• Feature Management & Prioritization
• Cross-Functional Collaboration & Alignment
• Development Oversight & Quality Assurance
• Sales Process & Automation
• Account & Contact Management
• Marketing Automation & Campaign Management
• Customer Service & Case Management
• Data Management & Quality
• System Integration & Architecture
• Change Management & User Adoption
• Vendor & Partner Management
• Continuous Improvement & Innovation
• Collaboration

Qualifications, Skills and Experience:

Required

• Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
• Experience in CRM management, product management, or sales operations
• Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
• Strong understanding of sales processes, methodologies, and commercial operations
• Experience in freight forwarding, logistics, or B2B services industry preferred
• Proven track record managing Commercial Applications and driving user adoption
• Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria
• Demonstrated ability to manage cross-functional stakeholder relationships
• Experience leading UAT and release management activities
• Background in training development and change management
• Understanding of CRM integration with ERP, quotation tools, and other business systems

Preferred

• Master's degree or MBA
• Microsoft Dynamics 365 certifications (MB-210: Sales, MB-220: Marketing, or similar)
• Professional certifications in Product Management (CSPO, CPM) or Sales Operations
• Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
• Experience with Dynamics 365 implementation projects from planning through go-live
• Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
• Experience with marketing automation and campaign management
• International or multi-regional CRM management experience
• Background in Sales, Sales Operations, or Commercial Excellence