Principal Systems Analyst

Independence Pet Group

Principal D365 CRM Functional Lead at Independence Pet Holdings. Overseeing CRM solutions and driving strategic direction across various departments.

Posted 6/19/2026full-timeChicago • Illinois • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft Dynamics 365 CRMD365 CE implementationsfunctional designfit-gap workshopssystem configurationCRM capabilitiesdata governanceanalyticsISV solutionseCommerce

Soft Skills

leadershipmentoringstrategic directioninfluencingcollaborationcommunicationproblem-solvingcross-functional teamworkstakeholder engagementdesign authority approvals

Certifications

Microsoft Certifications in D365Microsoft Certifications in Power Platform