Location: Lisbon - Portugal (Hybrid - open to discuss onsite %)
Type: Permanent
The Company
My client is a global leader in advanced hybrid network solutions, supporting 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 Head of CRM to take ownership of the global Microsoft Dynamics 365 platform and lead its transformation into a unified, organization-wide solution.
The Role
This is a strategic and focused leadership role, responsible for 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 involves consolidating these into a centralized Dynamics 365 solution, while embedding Agile/SAFe working methods and ensuring close collaboration with functional teams.
This position requires flexibility, resilience, and a strong sense of ownership, as it is not a conventional 9-to-5 role.
Key Responsibilities
Strategic and Operational Leadership
* Define and drive the global CRM strategy and transformation roadmap.
* Align CRM development and business change efforts with ongoing transformation programs (e.g., Order-to-Cash, Data).
Team Management
* Manage a distributed team including:
* - One developer and one tester (India – offshore)
* - One functional consultant (UK)
* Provide direction, mentoring, and prioritization.
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).
* Collaborate with external suppliers and internal units to ensure smooth delivery and CRM adoption.
* Embed Agile/SAFe practices into CRM development and team operations.
Required expertise includes proven leadership in CRM strategy, team management, and platform transformation, with strong practical experience in Microsoft Dynamics 365 (Sales and Marketing modules). Familiarity with sales process optimization, CRM-enabled campaigns, managing hybrid teams across regions, Agile/SAFe delivery models, and knowledge of GDPR and data governance are essential. Exposure to Tacton CPQ, Luminance CLM, or DocuSign is advantageous.
Attributes
* Hands-on, proactive, and focused.
* Strong communicator, confident with senior stakeholders.
* Adaptable, collaborative, and capable of thriving in complex environments.
* Fluent in English; Dutch is a plus.
Why This Role?
This is a rare opportunity to shape the CRM function within a growing, global organization during its digital transformation. The role offers autonomy, visibility, and the chance to drive meaningful change alongside a highly capable international team.
Applications from candidates based in or near Lisbon are strongly encouraged due to the hybrid working setup.
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