Microsoft Dynamics 365 Customer Insights Journey Expert

Job Summary

Seeking Dynamics 365 Customer Insights Journeys Expert. This role combines deep technical expertise with functional knowledge to deliver impactful marketing solutions. As the product subject matter expert, candidate will work closely with business stakeholders, marketing teams, and technical teams to design, implement, and optimize marketing processes and run/monitor/report on campaigns leveraging Dynamics 365 Customer Insights-Journeys.

This role requires a blend of technical and functional expertise, making it ideal for someone who can bridge business and technology within the Dynamics 365 Customer Insights ecosystem.

Job Responsibilities

Campaign Management

• Set up, configure, and optimize customer journeys in CI-Journeys, focusing on segmentation, personalization, and multi-channel marketing automation.
• Develop journey mapping strategies that align with customer lifecycle stages, using CI-Journeys capabilities for email, SMS, and push notification outreach.
• Administer and enhance advanced features such as real-time marketing, Approval Workflows, Consent Center management, data-driven insights, and customer segmentation.
• Develop and integrate custom workflows, plugins, and Power Automate flows as needed.

Data Management & Integration

• Ensure data accuracy and integrity by managing and configuring marketing data models and synchronization with D365 Customer Insights - Data, Dataverse, and other systems.
• Work with data engineers to integrate CI-Data with external data sources, ensuring data alignment with CRM, ERP, and other systems.
• Monitor and resolve issues related to data unification and profile enrichment.

Work with Stakeholders

• Collaborate with marketing and business stakeholders to understand campaign goals, marketing automation needs, and customer engagement strategies.
• Provide strategic guidance on leveraging Customer Insights – Journeys (previously Dynamics 365 Marketing) capabilities to meet business objectives.
• Recommend best practices for marketing automation, journeys, segmentation, customer journeys, campaign execution, campaign KPIs
• Provide training and enablement sessions for end-users, marketing teams, and technical teams on Customer Insights-Journeys (Dynamics 365 Marketing) functionalities.
• Create documentation, playbooks, and guides for best practices and platform usage.

Support and Maintenance

• Provide ongoing support and maintenance of CI-Data and CI-Journeys, managing configurations, updates, and enhancements.
• Develop and maintain system documentation, including process flows, configuration settings, and troubleshooting guides.
• Manage and monitor CI-J instances for optimal performance, ensuring data and journey workflows are operating effectively.
• Set up and monitor marketing KPIs and dashboards to track campaign performance and customer engagement.
• Identify opportunities for optimization using A/B testing, AI insights, and feedback loops.
• Manage and troubleshoot issues related to email deliverability, bounce handling, and compliance with GDPR and CAN-SPAM regulations.
• Stay updated with Microsoft’s product roadmap for CI and related technologies, proactively preparing for new features and capabilities.

Qualifications

Technical Qualifications:

• 6+ years of experience working with Dynamic 365 Customer Insights- Journeys
• In-depth understanding of data unification, segmentation, and profile creation within CI-Data.
• Strong Understanding of Dataverse, Power Platform (Power Automate, Power BI) and integrations with other D365 modules.
• Knowledge of email deliverability, bounce management, and compliance frameworks.
• Proficiency in scaling CI-Journeys so there is performance, reliability, scalability.
• Familiarity with Azure services (e.g., Azure Data Factory, Azure Synapse Analytics) for complex data integration scenarios.

• Functional Skills:

• Proven track record in customer journey mapping, marketing automation, and campaign management, including the use of real-time marketing features.
• Understanding of marketing and customer experience principles and how they apply to customer engagement within CI-Journeys.
• Deep understanding of marketing strategies, customer engagement models and campaign lifecycle management.
• Excellent written and verbal communication skills for liaising with stakeholders and conducting training sessions.