CRM & CDP Solution Analyst

Don’t miss this opportunity! Submit your application by October 30, 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