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Air Canada Vacations

CRM & CDP Solution Analyst (Microsoft Dynamics 365 CRM and Bloomreach CDP)

Montreal, QC, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Dec 2, 2026
Experience: 5+ years of experience as a Business Analyst, Solution Analyst, or Functional Analyst
Posting language: English
Posted: Nov 2, 2026

Original job description

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.

Don’t miss this opportunity! Submit your application by November 6, 2026, 2026 to be considered for this exciting opportunity.

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.

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More about this job

Responsibilities

Serve as the functional subject matter expert for Microsoft Dynamics 365 CRM and Bloomreach CDP, translating customer service, sales, and marketing needs into scalable platform configurations and use cases. Collaborate with stakeholders and system integrators on functional designs, user stories, testing, go-live readiness, and transition to ongoing support.

Requirements

Requires at least five years of business, solution, or functional analysis experience, hands-on Microsoft Dynamics 365 CRM experience, and practical experience with a CDP or marketing data platform. Candidates should understand customer data, segmentation, journeys, personalization, and omnichannel experiences, communicate effectively with business and technical stakeholders, and be bilingual in French and English.

Skills

Microsoft Dynamics 365 CRM
Bloomreach CDP
Business Analysis
Requirements Elicitation
CRM Configuration
Customer Data Modeling
Customer Segmentation
Customer Journeys
Personalization
Identity Resolution
CRM-CDP Integration
User Acceptance Testing
Stakeholder Management
Workshop Facilitation
Agile Delivery
Bilingual Communication

Benefits

Employee Travel Privileges
Hybrid Work Model
Health and Dental Benefits
Training and Development

Visa sponsorship

Not detected in the job text

Keywords

Microsoft Dynamics 365
Microsoft Dynamics CRM
Bloomreach CDP
Customer Data Platform
Sales
Customer Service
Marketing
Business Analysis
Functional Analysis
Requirements Elicitation
CRM Configuration
Customer Data Models
Customer 360
Segmentation
Customer Journeys
Personalization
Identity Resolution
Deduplication
Unified Profiles
CRM-CDP Integration
Data Ingestion
Real-Time Data
Batch Processing
Campaign Analytics
User Acceptance Testing
Defect Triage
Agile
Scrum
SAFe
CBAP

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