DP World
Global Manager – Commercial Applications Business Owner - Freight Forwarding
🇦🇪 Dubai, UAE🏢 On-site
Microsoft Dynamics 365CRMPower PlatformPower AutomatePower BIProduct ManagementSalesforceLogistics
At a Glance
- Category
- 💻 Technology
- Level
- Senior
- Type
- Full-time
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Job Purpose:
To act as the day-to-day business owner for the CRM platform within Freight Forwarding Operations Excellence, translating the agreed CRM strategy and roadmap into prioritised requirements, configuration, and continuous improvement of customer relationship management capabilities used by sales, marketing, and customer service teams globally. The role ensures the CRM delivers the intended business value through prioritisation of requirements within the agreed roadmap, process standardisation, release and quality assurance, and user training and support, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.
Key Accountabilities:
- Product Ownership & Strategy
- Feature Management & Prioritization
- Cross-Functional Collaboration & Alignment
- Development Oversight & Quality Assurance
- Sales Process & Automation
- Account & Contact Management
- Marketing Automation & Campaign Management
- Customer Service & Case Management
- Data Management & Quality
- System Integration & Architecture
- Change Management & User Adoption
- Vendor & Partner Management
- Continuous Improvement & Innovation
- CollaborationQualifications, Skills and Experience:
Required
- Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
- Experience in CRM management, product management, or sales operations
- Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
- Strong understanding of sales processes, methodologies, and commercial operations
- Experience in freight forwarding, logistics, or B2B services industry preferred
- Proven track record managing Commercial Applications and driving user adoption
- Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria
- Demonstrated ability to manage cross-functional stakeholder relationships
- Experience leading UAT and release management activities
- Background in training development and change management
- Understanding of CRM integration with ERP, quotation tools, and other business systems Preferred
- Master's degree or MBA
- Microsoft Dynamics 365 certifications (MB-210: Sales, MB-220: Marketing, or similar)
- Professional certifications in Product Management (CSPO, CPM) or Sales Operations
- Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
- Experience with Dynamics 365 implementation projects from planning through go-live
- Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
- Experience with marketing automation and campaign management
- International or multi-regional CRM management experience
- Background in Sales, Sales Operations, or Commercial Excellence
Requirements
- •Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
- •Experience in CRM management, product management, or sales operations
- •Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
- •Strong understanding of sales processes, methodologies, and commercial operations
- •Experience in freight forwarding, logistics, or B2B services industry preferred
- •Proven track record managing Commercial Applications and driving user adoption
- •Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria
- •Demonstrated ability to manage cross-functional stakeholder relationships
Nice to Have
- •Master's degree or MBA
- •Microsoft Dynamics 365 certifications (MB-210, MB-220, or similar)
- •Professional certifications in Product Management (CSPO, CPM) or Sales Operations
- •Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
- •Experience with Dynamics 365 implementation projects from planning through go-live
- •Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
- •Experience with marketing automation and campaign management
- •International or multi-regional CRM management experience
Responsibilities
- •Translate CRM strategy and roadmap into prioritized requirements, configuration, and continuous improvement
- •Ensure CRM delivers business value through process standardization, release, and quality assurance
- •Support revenue growth, customer retention, sales productivity, and data-driven decision-making
- •Manage Product Ownership Strategy and Feature Management Prioritization
- •Oversee Sales Process Automation, Account Contact Management, and Marketing Automation
- •Manage Customer Service Case Management and Data Management
- •Lead Quality System Integration Architecture and Change Management
- •Manage Vendor Partners and drive User Adoption
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Guides for this role
What's Your Score?
- See the score DP World's ATS gives your resume
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
DP World
5000+ employees
DP World is a global supply chain solutions provider, focusing on ports, terminals, and industrial zones. It serves cargo owners, shipping lines, and governments worldwide.