CRM & CDP Solution Analyst

Air Canada Vacations is embarking on a major transformation through the Leapfrog program, including the implementation of a new Microsoft Dynamics CRM & Bloomreach Customer Data Platform (CDP).

We are seeking a Senior CRM & CDP Solution Analyst to play a critical role in the functional design, business alignment, and successful delivery of these platforms. This role will work closely with business stakeholders, IT teams, and external system integrators to ensure that customer, sales, service, and marketing requirements are translated into scalable, best‑practice CRM & CDP solutions.

This is a hands‑on delivery role focused on implementation and transition to support.

Key Responsibilities

• Act as the functional subject matter expert (SME) for Microsoft Dynamics CRM and Bloomreach CDP during implementation
• Lead the elicitation, analysis, and documentation of business requirements across:
  • Customer Service and Call Centre operations
  • Marketing, campaigns, journeys, and personalization
  • Sales and customer lifecycle management
• Translate business needs into:
  • CRM configurations (entities, processes, workflows)
  • CDP use cases (segmentation, identity resolution logic, activation rules)
• Collaborate with external System Integrators to:
  • Review and validate functional designs
  • Ensure alignment with ACV business objectives and best practices
  • Balance out‑of‑the‑box capabilities versus custom solutions
• Define and manage:
  • User stories, use cases, and acceptance criteria
  • End‑to‑end business scenarios spanning CRM and CDP
• Support User Acceptance Testing (UAT), defect triage, and go‑live readiness
• Contribute to internal knowledge transfer and post‑implementation support readiness

WHAT YOU BRING TO THE TEAM

• Bachelor’s degree in Information Systems, Business, Computer Science, Engineering, or a related field
• An equivalent combination of education and relevant experience will be considered
• Microsoft Dynamics 365 certifications (e.g., Customer Engagement, Sales, Customer Service, or Marketing)
• Customer Data Platform (CDP) or marketing technology certifications (e.g., Bloomreach, Salesforce CDP, Adobe)
• Business Analysis certifications (e.g., CBAP, CCBA, PMI-PBA)
• Agile / delivery framework certifications (e.g., Scrum, SAFe, Agile BA)

Required Qualifications

• 5+ years of experience as a Business Analyst, Solution Analyst, or Functional Analyst
• Hands on experience with Microsoft Dynamics 365 CRM (Sales, Service, Marketing modules)
• Practical experience with a Customer Data Platform (CDP) or marketing data platform (e.g., Bloomreach, Salesforce CDP, Adobe, Tealium)
• Strong understanding of:
  • Customer data models and 360 concepts
  • Segmentation, customer journeys, and personalization
  • Omnichannel customer experience
• Proven ability to work effectively with business stakeholders, IT teams, and external vendors
• Excellent communication, facilitation, and documentation skills
• Bilingual in French and English (Verbal & Written)

Technical Skills

• Configuration‑driven CRM solutions (no‑code/low‑code mindset)
• CDP experience (Bloomreach preferred): segmentation, journeys, activation
• Customer 360 concepts: identity resolution, deduplication, unified profiles
• CRM–CDP integration literacy (data flows and dependencies)
• Data ingestion concepts: real‑time and batch
• Journey and campaign analytics requirements (ROI, conversion, response rates)

Leadership & Interpersonal Skills

• Strong verbal and written communication skills
• Ability to engage and influence stakeholders across business and IT
• Collaborative, team‑oriented working style
• Ability to lead workshops and functional discussions
• Influence decisions without formal authority
• Sound judgment and decision‑making skills
• Comfortable leading through ambiguity and change

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