Analyste de solutions, Gestion de la relation client et plateforme de données client (Microsoft Dynamics 365 CRM et plateforme de données clients Bloomreach (CDP))

About Us

Vacances Air Canada has a mission to make travel dreams come true. We offer vacation packages, tours, cruises and more, tailored to the individual needs of each traveler. We like to say we have vacations for every traveler, because we do!

For more than 50 years, Vacances Air Canada has facilitated travel. Join us to help Canadians create unforgettable memories, no matter their destination.

Application deadline: October 30, 2026

About the Role

Vacances Air Canada is undergoing a major transformation through the Leapfrog program, which includes implementing a new Microsoft Dynamics Customer Relationship Management (CRM) system and the Bloomreach Customer Data Platform (CDP).

We are looking for a Senior CRM and CDP Solutions Analyst who will play an essential role in functional design, operational alignment, and successful implementation of these platforms. You will work closely with business stakeholders, IT teams, and external system integrators to ensure that requirements from customers, sales, service, and marketing are translated into scalable CRM and CDP solutions that follow best practices.

This is a results-driven role with a particular focus on solution implementation and transition to support teams.

Key Responsibilities

• Act as functional expert for the Microsoft Dynamics CRM system and Bloomreach CDP platform throughout implementation
• Lead the collection, analysis, and documentation of business requirements in the following areas:
• Customer service and call center operations
• Marketing, campaigns, customer journeys, and personalization
• Sales and customer lifecycle management
• Translate business needs into:
• CRM configurations (entities, processes, and workflows)
• CDP use cases (segmentation, identity resolution logic, and activation rules)
• Collaborate with external system integrators to:
• Review and validate functional designs
• Ensure alignment with Vacances Air Canada's business objectives and best practices
• Balance out-of-the-box functionality with customized solutions
• Define and manage:
• User stories, use cases, and acceptance criteria
• End-to-end business scenarios integrating CRM and CDP
• Support user acceptance testing (UAT), issue triage, and production readiness
• Contribute to knowledge transfer internally and prepare support teams for post-implementation

Required Qualifications

Education

• Bachelor's degree in Information Systems, Business Administration, Computer Science, Engineering, or related field
• An equivalent combination of relevant education and experience will also be considered

Experience

• At least five years' experience as a business analyst, solutions analyst, or functional analyst
• Hands-on experience with Microsoft Dynamics 365 for CRM (sales, customer service, and marketing modules)
• Practical experience with a Customer Data Platform (CDP) or marketing data platform (e.g., Bloomreach, Salesforce CDP, Adobe, or Tealium)

Technical Knowledge

• Configuration-focused CRM solutions (code-free or low-code approach)
• Experience with a CDP platform, preferably Bloomreach, including segmentation, customer journeys, and activation
• 360-degree customer view concepts: identity resolution, deduplication, and unified profiles
• Knowledge of CRM-CDP integration principles (data flows and dependencies)
• Data ingestion concepts: real-time and batch processing
• Customer journey and campaign analysis requirements (ROI, conversion rates, response rates)

Core Competencies

• Excellent mastery of:
• Customer data models and 360-degree view 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 (spoken and written)
• Strong oral and written communication skills
• Ability to mobilize and influence business and IT stakeholders
• Collaborative approach and team-oriented work style
• Ability to lead workshops and functional discussions
• Ability to exercise influence on decision-making without formal authority
• Good judgment and strong decision-making skills
• Ability to lead in a constantly evolving environment

Preferred Certifications

• 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, or Adobe)
• Business analysis certifications (e.g., CBAP, CCBA, PMI-PBA)
• Agile and delivery framework certifications (e.g., Scrum, SAFe, Agile BA)

Why Work With Us?

• Generous employee travel program with privileges for yourself and eligible companions after 6 months of service
• Hybrid work model: Four days in the office (Tuesday, Wednesday, Thursday, and one day of your choice) and one day working from home
• Comprehensive benefits including health and dental coverage for you and your family
• Training and development tools to help you reach your full potential

Note: These benefits apply to permanent full-time staff. Visit our Careers page for the complete list of benefits.

Our Commitment to Diversity, Equity, and Inclusion

Vacances Air Canada is committed to ensuring a diverse, equitable, and inclusive workplace, which is at the heart of our core values. We celebrate the uniqueness of every individual, listen to every voice, and instill in our staff a sense of belonging that allows every team member to shine in their authenticity.

We encourage people from all backgrounds to apply as we strive to create a diverse team that reflects the diversity of customers and communities we serve as an equal opportunity employer. If you need an accommodation, please let us know and we will work with you to meet your accessibility needs. For any accessibility assistance, requests for information in accessible alternative formats, or to report any accessibility issues, please let us know in your application.

Language Requirements

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