Senior Manager CRM

About GlobalFoundries:

GlobalFoundries is a leading full-service semiconductor foundry providing a unique combination of design, development, and fabrication services to some of the world’s most inspired technology companies. With a global manufacturing footprint spanning three continents, GlobalFoundries makes possible the technologies and systems that transform industries and give customers the power to shape their markets. For more information, visit www.gf.com.

Summary of Role:    

The Senior Manager role will be responsible for leading a global team to design and deliver solutions related to the Dynamics 365 ecosystem to meet our company business transformation and growth objectives. This role demands deep expertise in Microsoft Dynamics 365 CSE, Project Operations, Portals, Power Platform, Model Driven Apps, PCF Controls, and related technologies. This role requires close working relationships with senior business and IT leadership, implementation partners will focus on the end-to-end Sales and Marketing processes in the semiconductor industry.  

Essential Responsibilities:    

• Design and Architecture: Develop comprehensive solution architectures for Dynamics 365 implementations, ensuring alignment with business requirements and industry best practices.  

• Project Management: Lead and manage Dynamics 365 projects, including planning, execution, and delivery within defined scope, timeline, and budget. 

• Provide direction and lead the resolution of complex process and technical integration issues related to MS Dynamics Customer Engagement (CRM), working with business stakeholders, SI partners and IT peers.   

• Partner with business stakeholders and business process owner(s) to develop a comprehensive CRM roadmap and provide seamless digital experience for our customers using Customer portal  

• Balance ongoing stabilization and reduction of technical debt with subsequent major releases of new business-transformational functionality  

• Grow, lead and inspire a high-performing CRM team, providing strategic guidance and fostering a culture of customer-centricity.   

• Develop team members' skills and career paths through coaching, feedback, and training opportunities, fostering a culture of continuous improvement and innovation.   

• The ideal candidate should possess a thorough grasp of the CRM lifecycle, encompassing lead management, account management, opportunity management, Product Pricing, product management, CPQ process and service management.  

Other Responsibilities:

Perform all activities in a safe and responsible manner and support all Environmental, Health, Safety & Security requirements and programs.

Required Qualifications:    

• Education - BS/MS degree.   

• Overall experience of 15-20 years as delivery manager or Lead Solution Architect role for at least 5-6 full life-cycle MS Dynamics CRM implementations in an MNC including all phases (blueprint, configuration, training, cut-over and post go-live support).   

• Proficiency in Power Platform tools including Power Automate, PowerApps, Power Pages & Customer Portals.  

• Expertise in Microsoft Dynamics 365 CSE, Project Operations, Portals, Power Platform, Model Driven Apps, and PCF Controls.  

• Strong knowledge of lead, contact, account, opportunity, contract, pipeline management, and forecasting modules.  

• Proficiency in Dynamics 365 plugins, workflows, and business rules.  

• Must be a highly motivated leader with proven experience of nurturing global teams and mentoring teams to become high performers.   

• Excellent verbal and written English communication skills, ability to engage and work in a global team across multiple time zones   

Preferred Qualifications:    

• Exposure to the Hi-Tech industry, ideally in a semiconductor manufacturing environment.   

• Understanding of CRM architecture and cross module integration    

• Good knowledge and understanding of Agile Methodologies.  

• Knowledge of SAP, iCertis would be an advantage