CRM & CDP Solution Analyst

JOB TITLE: CRM & CDP Solution Analyst

POSITION STATUS: Permanent

DEPARTMENT: IT-Operations

LOCATION: Montreal

Who We Are

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!

If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

What You'll Be Doing

Air Canada Vacations is embarking on a major transformation through the Leapfrog program, including the implementation of a new Microsoft Dynamics CRM and Bloomreach Customer Data Platform (CDP).

We are seeking a Senior CRM & CDP Solution Analyst to play a critical role in the functional design, business alignment, and successful delivery of these platforms. This role will work closely with business stakeholders, IT teams, and external system integrators to ensure that customer, sales, service, and marketing requirements are translated into scalable, best‑practice CRM and CDP solutions.

This is a hands‑on delivery role focused on implementation and transition to support.

Key Responsibilities

• Act as the functional subject matter expert (SME) for Microsoft Dynamics CRM and Bloomreach CDP during implementation

• Lead the elicitation, analysis, and documentation of business requirements across:

• Customer Service and Call Centre operations

• Marketing, campaigns, journeys, and personalization

• Sales and customer lifecycle management

• Translate business needs into:

• CRM configurations (entities, processes, workflows)

• CDP use cases (segmentation, identity resolution logic, activation rules)

• Collaborate with external System Integrators to:

• Review and validate functional designs

• Ensure alignment with ACV business objectives and best practices

• Balance out‑of‑the‑box capabilities versus custom solutions

• Define and manage:

• User stories, use cases, and acceptance criteria

• End‑to‑end business scenarios spanning CRM and CDP

• Support User Acceptance Testing (UAT), defect triage, and go‑live readiness
• Contribute to internal knowledge transfer and post‑implementation support readiness

What You Bring To The Team

• Bachelor’s degree in Information Systems, Business, Computer Science, Engineering, or a related field

• An equivalent combination of education and relevant experience will be considered

• Microsoft Dynamics 365 certifications (e.g., Customer Engagement, Sales, Customer Service, or Marketing)

• Customer Data Platform (CDP) or marketing technology certifications (e.g., Bloomreach, Salesforce CDP, Adobe)

• Business Analysis certifications (e.g., CBAP, CCBA, PMI‑PBA)

• Agile / delivery framework certifications (e.g., Scrum, SAFe, Agile BA)

Required Qualifications

• 5+ years of experience as a Business Analyst, Solution Analyst, or Functional Analyst

• Hands on experience with Microsoft Dynamics 365 CRM (Sales, Service, Marketing modules)

• Practical experience with a Customer Data Platform (CDP) or marketing data platform (e.g., Bloomreach, Salesforce CDP, Adobe, Tealium)

• Strong understanding of:

• Customer data models and 360 concepts

• Segmentation, customer journeys, and personalization

• Omnichannel customer experience

• Proven ability to work effectively with business stakeholders, IT teams, and external vendors

• Excellent communication, facilitation, and documentation skills

• Bilingual in French and English (Verbal & Written)

Technical Skills

• Configuration‑driven CRM solutions (no‑code / low‑code mindset)

• CDP experience (Bloomreach preferred): segmentation, journeys, activation

• Customer 360 concepts: identity resolution, deduplication, unified profiles

• CRM–CDP integration literacy (data flows and dependencies)

• Data ingestion concepts: real‑time and batch

• Journey and campaign analytics requirements (ROI, conversion, response rates)

Leadership & Interpersonal Skills

• Strong verbal and written communication skills

• Ability to engage and influence stakeholders across business and IT

• Collaborative, team‑oriented working style

• Ability to lead workshops and functional discussions

• Influence decisions without formal authority

• Sound judgment and decision‑making skills

• Comfortable leading through ambiguity and change

Why Work With Us?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

Our Commitment To Diversity, Equity, And Inclusion

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.