CRM Manager

Optomi, in partnership with a leading manufacturer of construction and home improvement products, is looking for a CRM Manager to join their team in Johns Creek, GA.
Position Summary: Seeking a technically and functionally skilled manager for Microsoft Dynamics 365 CRM. Candidate will be responsible for overseeing the implementation, customization, and ongoing management of the Microsoft Dynamics 365 CE (Customer Engagement) solution, which involves leading project teams, managing stakeholders, and ensuring the platform aligns with business needs. Key duties include user management, security administration, system configuration, and support; customizing the platform to improve user experience and streamline processes; and collaborating with other teams for integrations and data analysis. The role requires strong technical skills in the Dynamics 365 environment, a focus on user adoption, and the ability to work closely with leadership, users and developers to translate business requirements into technical solutions. This position is based out of our Johns Creek, GA campus (no remote work) and may require up to 10% travel. This position will report to the Director of Business Solutions & Operational Technologies.
Platform & Business Unit Ownership Own and manage the Dynamics 365 CE platform across multiple Business Units, ensuring consistency while supporting BU-specific needs.
Ensure platform performance, availability, and business value realization.
Manage territories, security roles, and access models.
Ensure governance, compliance, and data quality standards.
Technical & Functional Leadership (Hands-On Development) Lead end-to-end Dynamics 365 implementations and enhancements.
Provide hands-on configuration (entities, forms, views, business rules, workflows, dashboards).
Guide solution design in collaboration with developers for customizations, plugins, integrations, and Power Platform components.
Ensure data quality, integrity, and governance across all CRM environments.
Collaborate on integrations and APIs.
Administration and maintenance: Manage user accounts, licenses, and security roles within the Microsoft 365 admin center.
Monitor system performance and troubleshoot issues to minimize business impact.
Manage Territory Assignments for multiple Business Units
Utilize Product Configuration tools
Oversee environments (Dev, Test, UAT, Production).
Handle release planning and deployments.
Customization and development: Collaborate with leaders and users to document enhancement requests in alignment with business processes and to improve user experience.
Work with different teams to implement and manage integrations between Dynamics 365 and other systems.
Ensure data integrity and quality through configuration and maintenance.
Team Leadership & Stakeholder Management Lead and mentor CRM teams.
Act as liaison between IT and business.
User Adoption, Support & Training: Serve as CRM SME.
Manage helpdesk and escalations.
Drive adoption and training efforts.
Reporting and analytics: Create and maintain reports and dashboards for management to provide data-driven insights.
Understand tools like Power BI for analytics and reporting.

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