Who We AreAt 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 DoingAir 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 ResponsibilitiesAct as the functional subject matter expert (SME) for Microsoft Dynamics CRM and Bloomreach CDP during implementationLead the elicitation, analysis, and documentation of business requirements across:Customer Service and Call Centre operationsMarketing, campaigns, journeys, and personalizationSales and customer lifecycle managementTranslate 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 designsEnsure alignment with ACV business objectives and best practicesBalance out‐of‐the‐box capabilities versus custom solutionsDefine and manage:User stories, use cases, and acceptance criteriaEnd‐to‐end business scenarios spanning CRM and CDPSupport User Acceptance Testing (UAT), defect triage,



and go‐live readinessContribute to internal knowledge transfer and post‐implementation support readinessWhat You Bring To The TeamBachelor's degree in Information Systems, Business, Computer Science, Engineering, or a related fieldAn equivalent combination of education and relevant experience will be consideredMicrosoft 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 Qualifications5+ years of experience as a Business Analyst, Solution Analyst, or Functional AnalystHands 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 conceptsSegmentation, customer journeys, and personalizationOmnichannel customer experienceProven ability to work effectively with business stakeholders, IT teams, and external vendorsExcellent communication, facilitation, and documentation skillsBilingual in French and English (Verbal & Written)Technical SkillsConfiguration‐driven CRM solutions (no‐code / low‐code mindset)CDP experience (Bloomreach preferred): segmentation, journeys, activationCustomer 360 concepts: identity resolution, deduplication, unified profilesCRM–CDP integration literacy (data flows and dependencies)Data ingestion concepts: real‐time and batchJourney and campaign analytics requirements (ROI, conversion,



response rates)Leadership & Interpersonal SkillsStrong verbal and written communication skillsAbility to engage and influence stakeholders across business and ITCollaborative, team‐oriented working styleAbility to lead workshops and functional discussionsInfluence decisions without formal authoritySound judgment and decision‐making skillsComfortable leading through ambiguity and changeWHY 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 serviceHybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from homeWe value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your familyWe offer training and development tools to help unlock your full potentialPlease note that these benefits apply to permanent, full-time employees.Visit our Careers page for a full list of perks.OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSIONAir 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 RequirementsWhen qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.

📌 Crm & Cdp Solution Analyst (Montreal)
🏢 Air Canada Vacations
📍 Montreal