CRM & CDP Solution Analyst

  Don’t miss this opportunity! Submit your application by October 2, 2026 to be considered for this exciting opportunity.   WHAT YOU'LL BE DOING Air Canada Vacations is embarking on a major transformation through the Leapfrog program, including the implementation of a new Microsoft Dynamics CRM and 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 and 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