CRM Solution Architect

ABOUT TOSCA

Tosca is a global leader in reusable packaging and pooling solutions that service the supply chain end to end. Re-use is the key word as Tosca facilitates moving away from single use packaging towards a circular model of reusable packaging with its robust portfolio of plastic containers, pallets, bins, crates and more. We focus on optimizing the flow of perishables, eliminating waste at every turn – product, packaging, labor and transportation waste. Our reusable plastic products improve the quality of product delivered, create more efficient supply chains, and are more sustainable than single-use packaging.

Join our dynamic team in Schelle, Belgium, as a CRM Solution Architect! We're looking for talented individuals to help us shape the future of customer relationship management. If you're passionate about innovative solutions and eager to make an impact, this is the opportunity for you!

Position Purpose

We are seeking an experienced CRM Solution Architect to lead and manage our Microsoft Dynamics 365 CRM platform. This role is critical to driving the effectiveness of sales, commercial activities, and customer experience within our European supply chain enterprise.

As the sole owner of the CRM platform, you will oversee all aspects of its management, optimization, and third-party support coordination. You will work closely with business stakeholders to ensure the CRM system is aligned with strategic goals, delivering maximum value and supporting business growth.

Responsibilities

CRM Ownership & Strategy

• Serve as the primary owner and architect of the MS Dynamics 365 CRM platform.
• Define and implement a CRM roadmap aligned with sales, commercial, and customer experience objectives.
• Ensure the CRM platform’s performance, reliability, and scalability meet organizational needs.
• Stay updated on Dynamics 365 advancements and recommend system enhancements.

Business Collaboration

• Partner with sales, commercial, and customer experience teams to gather and analyze requirements.
• Translate business needs into CRM solutions using Dynamics 365’s capabilities.
• Act as a subject matter expert and trusted advisor on CRM best practices.

System Administration & Support

• Manage all technical and functional aspects of MS Dynamics 365, including configuration, customization, and integrations.
• Oversee third-party support and ensure service-level agreements (SLAs) are met.
• Ensure compliance with GDPR and other relevant data privacy regulations.

Innovation & Optimization

• Identify opportunities to improve workflows, reporting, and customer data management using Dynamics 365 tools.
• Implement advanced analytics and dashboards to provide actionable business insights.
• Drive system adoption by simplifying user interfaces and enhancing usability.

Documentation & Training

• Maintain detailed documentation of CRM architecture, workflows, and customizations.
• Deliver training programs to empower users and promote effective system usage.

Experience & Education

Key Skills & Experience

• Extensive experience with Microsoft Dynamics 365 CRM in a solution architect or similar role.
• Proven ability to design and deliver technical solutions aligned with business objectives.
• Strong understanding of Dynamics 365 features, integrations, and data management.
• Experience managing third-party vendors and ensuring SLA adherence.
• Knowledge of GDPR and other relevant data protection frameworks.
• Excellent stakeholder management and communication skills.
• Fluency both, written and spoken, in English and a good command of Dutch or French. Knowledge of any other European language is considered an asset.

Preferred Qualifications

• Experience in the supply chain industry or related sectors.
• Familiarity with sales, commercial, and customer experience processes.
• Proficiency in Power Platform tools (e.g., Power Automate, Power BI).

What We Offer

• Ownership of a critical business system with significant strategic impact.
• Opportunities to innovate and shape CRM strategy for a multinational enterprise.
• A collaborative and inclusive work culture.

Interested?

We cultivate a tight-knit team of smart people who care about their work and their colleagues. We believe this is a really exciting opportunity for someone who is up for a fast-paced challenge and is eager to become an integral member of our team.

Send us your CV in English. We’re looking forward to meeting you!

We value diversity and equal opportunity. Applicants are welcomed on the basis of their individual merits as we do not discriminate on the grounds of age, sex, disability, ethnic or racial origin, religion or belief, or sexual orientation. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us.

External recruitment services/agencies will not be used for this position.