Lead, CRM Functional

TAQA Distribution; Abu Dhabi; On-site; AED 300,000 - 420,000; Full time

Job summary

TAQA Distribution seeks a hands-on Lead, CRM Functional to lead and continuously improve our Microsoft Dynamics 365 CRM ecosystem, supporting customer service, sales, field operations and digital transformation.

This role focuses on configuring, developing, implementing, testing and improving CRM solutions in collaboration with business teams to turn requirements into value across processes and customer journeys.

Qualifications

• 6+ years of CRM experience with hands-on Dynamics 365.
• Experience across multiple Dynamics 365 modules.
• Strong ability to translate business requirements into CRM solutions.
• Bachelor’s degree in IT, Computer Science, or Business.

Responsibilities

• Own and continuously improve the Dynamics 365 CRM roadmap and functional landscape.
• Design, configure, develop and test CRM solutions across business processes and customer journeys.
• Work with Customer Service, Commercial and Operations teams to understand requirements and improve processes.
• Configure forms, entities, workflows, case management, service requests and CRM reporting.
• Support CRM integrations with Oracle CC&B, Contact Centre, Digital Channels and other enterprise platforms.
• Lead requirements, functional design, configuration, SIT/UAT, deployment and post-go-live support.
• Manage CRM demand, enhancement backlogs, releases and functional governance.
• Improve CRM adoption, data quality, user experience and business value.
• Support Microsoft Copilot and AI-enabled CRM capabilities.
• Prepare functional documentation, test cases, deployment packs and training materials.
• Deliver and support a portfolio of approximately 5–8 CRM projects/enhancements.

Skills

CRM

Dynamics 365

Configuration

Development

Testing

Requirements gathering

Education

Bachelor’s degree in IT/CS/Business

Tools

Power Platform

Oracle CC&B

Job description

TAQA Distribution is looking for a Lead, CRM Functional to lead and continuously improve our Microsoft Dynamics 365 CRM ecosystem, supporting customer service, sales, field operations and digital transformation.

This is a hands-on functional role focused on Dynamics 365 configuration, development, implementation, testing and continuous improvement — working closely with business teams to turn customer and operational requirements into effective CRM solutions.

What You'll Do

• Own and continuously improve the Microsoft Dynamics 365 CRM roadmap and functional landscape.
• Design, configure, develop and test CRM solutions across business processes and customer journeys.
• Work with Customer Service, Commercial and Operations teams to understand requirements and improve processes.
• Configure forms, entities, workflows, case management, service requests and CRM reporting.
• Support CRM integrations with Oracle CC&B, Contact Centre, Digital Channels and other enterprise platforms.
• Lead requirements, functional design, configuration, SIT/UAT, deployment and post-go-live support.
• Manage CRM demand, enhancement backlogs, releases and functional governance.
• Improve CRM adoption, data quality, user experience and business value.
• Support Microsoft Copilot and AI-enabled CRM capabilities.
• Prepare functional documentation, test cases, deployment packs and training materials.
• Deliver and support a portfolio of approximately 5–8 CRM projects/enhancements.

Key Dynamics 365 Experience

Microsoft Dynamics 365 experience is mandatory.

Strong hands-on experience across multiple Dynamics 365 modules, such as:

• Dynamics 365 Customer Service
• Dynamics 365 Customer Insights
• Dynamics 365 Field Service
• Dynamics 365 Contact Center

Experience with Power Platform, workflows, integrations and CRM data management is an advantage.

What We're Looking For

• 6+ years of relevant CRM experience.
• Strong hands-on Microsoft Dynamics 365 experience.
• Proven experience in configuration, development, implementation and testing.
• Experience across multiple Dynamics 365 CRM modules.
• Strong understanding of CRM processes, customer journeys and service operations.
• Experience with integrations, data management, SIT/UAT and production releases.
• Strong ability to translate business requirements into practical CRM solutions.
• Experience with AI/Copilot and CRM automation is an advantage.
• Bachelor’s degree in IT, Computer Science, Business or a related field.

We are specifically looking for a hands-on Dynamics 365 functional specialist who can configure and develop the platform, design solutions, test functionality, troubleshoot issues and support implementations.

Candidates whose experience is primarily project management, stakeholder management, status reporting or workshops — without hands-on Dynamics 365 configuration/development/testing experience — will not be suitable.

Join TAQA Distribution and help shape the future of customer experience through Microsoft Dynamics 365.