Global Senior Manager - Commercial Applications Business Owner - Freight Forwarding

The Peninsular and Oriental Steam Navigation Company; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

The Peninsular and Ocean Steam Navigation Company is seeking a Senior CRM Product Owner to lead Commercial Applications globally. You will own strategy, feature prioritization, and alignment across Sales, Marketing and Customer Service, while overseeing development, training, and adoption.

Ideal candidates have a strong Dynamics 365 CRM background, experience in freight/logistics or B2B, and a proven ability to manage cross-functional stakeholders from requirements to release management.

Qualifications

• Bachelor's degree in a related field.
• Experience in CRM management, product management or sales operations.
• Deep experience with Microsoft Dynamics 365 CRM (Sales/Marketing/Customer Service).
• Strong knowledge of sales processes and commercial operations.
• Experience in freight forwarding/logistics or B2B services preferred.
• Proven track record managing CRM and driving user adoption.
• Experience gathering requirements and configuring CRM systems.
• Ability to manage cross-functional stakeholders and lead UAT/release management.
• Background in training development and change management.
• Understanding CRM integration with ERP and quoting tools.

Responsibilities

• Own and drive product strategy for Commercial Applications globally.
• Prioritize features and align business processes with CRM roadmap.
• Collaborate cross-functionally with Sales, Marketing, CS and IT.
• Oversee development quality and system integration efforts.
• Improve sales processes, automation, and data quality.
• Manage accounts, contacts and marketing automation workflows.
• Support user enablement and change management initiatives.
• Lead UAT, release planning and acceptance criteria.
• Partner with vendors and implement Dynamics 365 enhancements.
• Monitor governance and drive ongoing optimization.

Skills

CRM management

Product management

Sales operations

Cross-functional collaboration

Stakeholder management

UAT and release management

Training & change management

ERP integration awareness

Education

Bachelor's degree in Business Administration / Computer Science / Marketing / Information Systems

Master's degree or MBA (preferred)

Tools

Microsoft Dynamics 365 CRM

Power Platform (Power BI, Power Automate, Power Apps)

Job description

Job Purpose:

To serve as the primary business owner and product strategist for the Commercial Applications, driving the vision, configuration, and continuous optimization of customer relationship management capabilities used by sales, marketing, and customer service teams globally. This role ensures the Commercial Applications (CRM and relevant applications) deliver maximum business value through strategic feature prioritization, process alignment, development oversight, and comprehensive user enablement, 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 CRM and other Commercial Applications and driving user adoption
• Experience gathering requirements, configuring CRM 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