Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
D365 CRM Functional Lead
Role Summary
We are seeking a Principal D365 CRM Functional Lead to provide enterprise-wide functional ownership, strategic direction, and subject matter leadership across Sales, e-Commerce, Customer Service, CI-CDP, Contact Center, Marketing, and related CRM capabilities. This role is accountable for defining and driving end-to-end functional strategy and delivery, including business discovery, fit-gap analysis, solution design, configuration oversight, and testing. You will act as the primary strategic liaison influencing business and technology leadership, ensuring scalable, standardized, and high impact CRM solutions aligned to business priorities.
The ideal candidate blends deep Dynamics 365 CE expertise, a data‑driven mindset, and experience leading within complex, global, matrix environments
Key Responsibilities
Serve as the enterprise functional owner for D365 CE modules, leading and mentoring the functional configuration team.
Set and drive strategic direction across CRM capabilities, ensuring alignment with enterprise objectives.
Partner with and influence business leadership and SMEs (service, sales, marketing, ecommerce, and insurance) stakeholders to ensure CRM capabilities support operational goals, customer experience standards, and reporting needs.
Establish and govern enterprise functional standards, governance, and documentation practices. Ensure consistent and trusted customer data across CRM, analytics, and downstream activation use cases.
Establish direction for and oversee system configuration, driving towards a common, harmonized solution template that incorporates both IPH-level as well as individual brand-level specific design elements
Drive adoption of out-of-the-box capabilities, engaging stakeholders in discussing design alternatives that minimize the need for customization
Evaluate and define strategy for CRM ISV solutions, coordinating with vendors and internal technical teams.
Drive alignment across adjacent enterprise workstreams (e.g., Financials for quote-to-cash, eCommerce, Databricks, Martech, etc.)
Act as the functional bridge across business, technology, data, and Integration, teams.
Ensure CRM solutions align with enterprise architecture standards and strategic design principals.
Partner with the IPH design authority to influence and approve changes impacting sales, service, and customer data.
Guide and oversee configuration and functional design; resolve complex gaps, define solution alternatives, and secure design authority approvals from IPH design authority
Required Qualifications
15+ years progressive experience in Microsoft Dynamics 365 CRM / CE
Proven experience delivering at least 3 complete life cycles enterprise scale D365 CE implementations
5+ years in US insurance or healthcare industries serving retail customers
5+ years’ experience in global, enterprise-scale transformations, including functional design and fit-gap workshops
Demonstrated ability to work in cross-functional, matrixed organizations
Excellent business communication and cross functional collaboration skills
Microsoft Certifications in D365 and Power Platform
All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
Comprehensive full medical, dental and vision Insurance
Basic Life Insurance at no cost to the employee
Company paid short-term and long-term disability
12 weeks of 100% paid Parental Leave
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
Retirement savings plan
Personal Paid Time Off
Paid holidays and company-wide Wellness Day off
Paid time off to volunteer at nonprofit organizations
Pet friendly office environment
Commuter Benefits
Group Pet Insurance
On the job training and skills development
Employee Assistance Program (EAP)
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