Location:
Lisbon - Portugal (Hybrid - open to discuss onsite %)
Type:
Permanent
The Company
My client is a global leader in advanced hybrid network solutions, supporting mission-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 hands-on Head of CRM to take ownership of the global Microsoft Dynamics 365 platform and lead its transformation into a unified group-wide solution.
The Role
This is a strategic and delivery-focused leadership role, responsible for both managing day-to-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 cross-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-to-day direction, mentoring and prioritisation.
Platform Oversight
* Take ownership of Microsoft Dynamics 365 and integrated tools such as Tacton CPQ, Luminance CLM and DocuSign.
* 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 DocuSign.
Attributes
* Hands-on, proactive and delivery-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.