CRM Functional Analyst / Specialist (Dynamics 365)

Randstad Digital Americas; Mississauga; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Randstad Digital Americas seeks a senior bilingual CRM Functional Analyst / Specialist to lead a Microsoft Dynamics 365 upgrade and national consolidation. You will bridge eastern and western operations onto a single platform, with direct exposure to sales leadership.

This role offers ownership from day one, mentoring opportunities, and collaboration with vendors and business stakeholders across Canada, with onsite requirement in Mississauga or Laval.

Qualifications

• Language requirement: fully bilingual in French and English (spoken and written).
• Dynamics 365 expertise: 7–10 years with at least 4–5 years hands-on with Dynamics CRM/365.
• End-to-end implementation track record across full lifecycle (requirements, build, UAT, rollout).
• Functional mastery: workflows, entity modeling, security roles, forms, views, dashboards, reporting metrics.
• Vendor & stakeholder navigation: ability to manage change scope, interface with vendors, lead stakeholders.
• onsite presence: able to work onsite 3 days per week in Mississauga or Laval.

Responsibilities

• Lead the functional stream of a major Dynamics 365 upgrade and national consolidation.
• Gather requirements from national teams and translate into change requests with test plans.
• Configure workflows, security roles, entities, forms, dashboards, and reporting.
• Support CPQ module for field sales and executive reporting audiences.
• Coordinate with external vendors and manage delivery timelines.
• Provide mentorship to junior CRM team members and act as enterprise CRM point of contact.

Skills

bilingual (French & English)

Dynamics 365

End-to-End implementation

Functional mastery

Vendor coordination

Onsite presence

Tools

CPQ tooling

ERP integrations

Job description

CRM Functional Analyst / Specialist (Dynamics 365)

Location: Mississauga, ON or Laval, QC (Hybrid – 3 Days Onsite)

Position Type: Full-Time, Permanent

Sector: Enterprise Distribution & Equipment Solutions

The Opportunity

We are seeking a senior, bilingual CRM Functional Analyst / Specialist to serve as the lead functional voice for a major Microsoft Dynamics 365 upgrade and national consolidation initiative. Supported by a funded, executive-approved CRM roadmap, you will bridge our eastern and western operations onto a single platform.

Rather than being buried under layers of IT, this role provides real ownership from day one, direct exposure to sales leadership, and the opportunity to mentor junior team members locally and offshore.

Key Advantages & Role Highlights

• Direct Impact & Executive Visibility: Work directly with senior sales leadership and business stakeholders across Canada.
• Fully Funded Roadmap: Step into an initiative with pre-approved backing rather than spending cycles campaigning for resources.
• Leadership & Growth: Serve as the senior CRM subject matter expert in the organization, supported by local and overseas junior analysts.
• Modern Platform Optimization: Drive the evolution of D365, moving it from a basic data entry tool to an indispensable, actionable platform for field sales and leadership.

How You’ll Contribute

• National Platform Consolidation: Lead the functional stream of a major Dynamics 365 upgrade, resolving 8–10 critical process gaps between regional operations ahead of the final western migration.
• Requirements & Functional Specs: Gather requirements from national sales, service, and management teams, translating business needs into clear, documented change requests with test plans and sign-offs.
• Hands-on Configuration: Configure workflows, permission sets, security roles, entity and form changes, dashboards, and call-to-action reporting.
• CPQ & Sales Tools Support: Optimize the Configure Price Quote (CPQ) module used by field sales, balancing the distinct needs of frontline representatives and executive reporting audiences.
• Vendor Coordination: Partner effectively with external software vendors for backend/architecture changes, keeping deliverables on schedule through proactive escalation and relationship management.
• Service Discipline & Backlog Ownership: Apply proper IT service discipline—separating incidents from service requests, managing smaller 2-to-3-day change requests end-to-end, and routing larger requests into the release backlog.
• Mentorship: Provide day-to-day guidance and mentoring to junior CRM team members while acting as the primary enterprise point of contact for CRM inquiries.

What You Bring to the Table

• Language Requirement (Mandatory): Fully bilingual in French and English (spoken and written). This is essential to support our widespread French-speaking user base.
• Dynamics 365 Expertise: 7–10 years of professional experience, with at least 4–5 recent, consecutive years hands-on with Microsoft Dynamics CRM / Dynamics 365.
• End-to-End Implementation Track Record: Proven experience participating in full-lifecycle implementations (requirements, build, UAT, and rollout)—not just routine system administration or maintenance.
• Functional Mastery: Strong hands-on configuration skills spanning workflows, entity modeling, security roles, forms, views, dashboards, and reporting metrics.
• Vendor & Stakeholder Navigation: Strong business acumen and communication skills to constructively manage change scope, interface with vendors, and lead business stakeholders without needing micro-management.
• Onsite Presence: Ability to work onsite 3 days per week at either our Mississauga, ON or Laval, QC office (with flexibility for additional onsite time during the initial onboarding period).

Assets / Highly Valued Experience

• Experience with CPQ (Configure Price Quote) tooling and ERP integrations.
• Background working within heavy equipment, distribution, logistics, or dealership environments.