Manager, Digital Customer Experience

A Career at HARMAN As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day. Introduction: A Career at HARMAN Lifestyle We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound. Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson and Revel Unite your passion for audio innovation with high-tech product development Create pitch-perfect, cutting-edge technology that elevates the listening experience About the Role We are looking for a seasoned Microsoft Dynamics CRM Manager to lead the end-to-end ownership, delivery, and operational excellence of the Microsoft Dynamics CRM platform across Sales, Service, and other business functions. This role will be responsible for defining and executing the CRM strategy and roadmap, managing integrations, and overseeing support operations, while collaborating closely with business stakeholders to drive user adoption, enhance process efficiency, and maximize business value. The ideal candidate will provide both technical and people leadership to internal teams and system integrators, ensuring the platform remains scalable, secure, and aligned with enterprise architecture and the Microsoft roadmap. This role will report to the Director, Business Systems. What You Will Do Own the end-to-end Microsoft Dynamics CRM platform, including Sales, Customer Service, and related modules. Define and execute the CRM roadmap aligned with business priorities, digital strategy, and cloud transformation initiatives. Drive standardization, reuse, and adoption of best practices across global CRM deployments. Lead CRM enhancements, upgrades, and new capability rollouts using Agile/Hybrid delivery models. Oversee the full delivery lifecycle including requirements, solution design, development, testing, and production releases. Act as the primary IT partner for Sales, Customer Service, Operations, and regional teams, translating business needs into scalable CRM solutions. Ensure alignment with enterprise architecture, security, and data governance standards, including integrations with systems like SAP, portals, telephony, and reporting platforms. Own CRM operations, including support, SLAs, incident management, platform performance, and continuous improvement initiatives. Lead internal teams and vendors, providing technical and people leadership while managing budgets, forecasting, and staying current with Microsoft technologies and best practices. What You Need to Be Successful 12–15 years of experience in global, multicultural, and multi-location organizations with increasing levels of responsibility. At least 8 years of proven experience as a Solution Architect and Delivery Manager, with a strong focus on Microsoft Dynamics implementations. Deep understanding of Dynamics 365 architecture, capabilities, and limitations; relevant Microsoft Dynamics 365 certifications are preferred. Strong expertise in configuring and customizing Dynamics 365 using Power Platform tools such as Power Apps, Power Automate, and Power BI. Hands-on experience with integration technologies and patterns, including RESTful APIs, SOAP, Azure Logic Apps, and Azure Functions. Excellent leadership and communication skills, with the ability to collaborate effectively with diverse stakeholders and lead cross-functional teams. Proven track record of designing scalable, reliable, and high-performance solutions for complex business requirements. Experience working with Agile/Scrum methodologies and DevOps practices, including continuous integration and delivery. Bonus Points if You Have Bachelor’s degree in Computer Science, Information Technology or a related field. Proficient in working with databases and Microsoft Office tools, including Excel, PowerPoint, and Jira. Strong analytical, troubleshooting, and root cause analysis capabilities, along with effective presentation skills. Proven ability to lead and collaborate with global teams. Excellent time management skills with the ability to meet deadlines in a fast-paced environment. What Makes You Eligible Willingness to work in a hybrid office environment, balancing in-person collaboration with remote flexibility Open to travel up to 5% as required. Flexible to collaborate across multiple time zones when needed. Excellent verbal and written communication skills. Strong active listening abilities. What We Offer Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.) Extensive training opportunities through our own HARMAN University Competitive wellness benefits Tuition reimbursement “Be Brilliant” employee recognition and rewards program An inclusive and diverse work environment that fosters and encourages professional and personal development #LI-JS248 HARMAN is proud to be an Equal Opportunity / Affirmative Action employer . All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.