Head of CRM (MS Dynamics 365) - Den Haag - Hybrid

Location: The Hague, Netherlands (Hybrid - open to discuss onsite %)

Salary: €100,000-€120,000 per annum

Type: Permanent

The Company

My client is a global leader in advanced hybrid network solutions, supporting mission-critical operations in the maritime, energy and humanitarian sectors. With more than 1,500 employees across 30+ countries, they are undergoing a significant digital transformation across core systems including CRM, data, and sales platforms.

As part of this evolution, they are seeking an experienced and hands-on Head of CRM to take ownership of the global Microsoft Dynamics 365 platform and lead its transformation into a unified group-wide solution.

The Role

This is a strategic and delivery-focused leadership role, responsible for both managing day-to-day CRM operations and guiding a major platform transformation. The successful candidate will lead a growing international CRM team and serve as the key liaison for sales and marketing stakeholders.

The CRM environment is currently fragmented across multiple systems and regions. A significant part of the role will involve consolidating these into a centralised Dynamics 365 solution, while embedding Agile/SAFe working methods and ensuring close collaboration with cross-functional teams.

This is not a conventional 9-to-5 position; the role demands flexibility, resilience, and a strong sense of ownership.

Key Responsibilities

Strategic and Operational Leadership

• Define and drive the global CRM strategy and transformation roadmap.
• Consolidate disparate CRM systems into a single Microsoft Dynamics 365 platform.
• Align CRM development and business change efforts with ongoing transformation programmes (e.g. Order-to-Cash, Data).

Team Management

• Line manage and support a distributed team including:
• Two senior developers (Netherlands - contractors)
• One developer and one tester (India - offshore)
• One functional consultant (UK)
• Provide day-to-day direction, mentoring and prioritisation.

Platform Oversight

• Take ownership of Microsoft Dynamics 365 and integrated tools such as Tacton CPQ, Luminance CLM and DocuSign.
• Ensure platform stability, performance and regulatory compliance (e.g. GDPR).
• Act as the main escalation point for CRM-related technical and operational issues.

Stakeholder Collaboration

• Act as the CRM lead for Sales and Marketing (approximately 80% of system focus).
• Work with external suppliers and internal business units to ensure smooth delivery and CRM adoption.
• Embed Agile/SAFe practices into CRM development and team operations.

Essential Experience

• Proven leadership in CRM strategy, team management and platform transformation.
• Strong practical expertise in Microsoft Dynamics 365 (Sales and Marketing modules essential).
• Familiarity with sales process optimisation and CRM-enabled campaign execution.
• Experience in managing hybrid delivery teams across regions and time zones.
• Exposure to Agile or SAFe delivery models.

Desirable

• Background in telecoms or managed service provider (MSP) environments.
• Working knowledge of GDPR and data governance in CRM systems.
• Familiarity with Tacton CPQ, Luminance CLM or DocuSign.

Attributes

• Hands-on, proactive and delivery-focused.
• Strong communicator and confident working with senior stakeholders.
• Adaptable, collaborative and capable of thriving in complex transformation environments.
• Fluent in English (Dutch is an advantage).

Why This Role?

This is a rare opportunity to shape the CRM function in a growing, global organisation at the heart of its digital transformation. The successful candidate will gain autonomy, visibility and the chance to drive meaningful change while working alongside a highly capable, international team.

Applications from candidates based in or near The Hague are strongly encouraged due to the hybrid working setup.