CRM & CDP Solution Analyst

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.

JOB TITLE: CRM & CDP Solution Analyst

POSITION STATUS: Permanent

DEPARTMENT: IT-Operations

LOCATION: Montreal

Don’t miss this opportunity! Submit your application by November 29, 2026 to be considered for this exciting opportunity.

Air Canada Vacations is embarking on a major digital transformation through its Leapfrog program, including the implementation of Microsoft Dynamics 365 CRM and Bloomreach Customer Data Platform (CDP). We are looking for a Technical Business Analyst, CRM & CDP to play a key role in translating business needs into effective technology solutions and supporting the successful implementation of these strategic platforms.

In this role, you will work closely with business stakeholders across Marketing, Customer Service, Call Centre Operations, Sales, and IT, as well as external implementation partners, to gather requirements, define functional solutions, and ensure alignment between business objectives and technology capabilities.

This is primarily a Business Analyst role, with approximately 80% of the responsibilities focused on business analysis, stakeholder engagement, requirements gathering, and functional solution design, and 20% focused on technical analysis, data flows, configurations, and system integrations.

The ideal candidate brings hands-on experience with Microsoft Dynamics 365 CRM, a strong understanding of customer data platforms, and the ability to bridge the gap between business requirements and technical solutions. Previous experience participating in or leading a CDP implementation from the ground up is a significant asset.

WHAT YOU'LL BE DOING

Business Analysis & Stakeholder Engagement

• Lead business requirements gathering through stakeholder interviews, workshops, and discovery sessions.
• Work closely with business teams to understand operational needs, customer processes, challenges, and opportunities for improvement.
• Translate business requirements into functional specifications, user stories, use cases, process flows, and acceptance criteria.
• Document current-state and future-state business processes, identifying gaps, dependencies, and opportunities for optimization.
• Facilitate discussions between business stakeholders, IT teams, and external System Integrators to ensure a common understanding of requirements and proposed solutions.
• Identify opportunities to improve customer relationship management, marketing effectiveness, customer service, and overall customer experience.

CRM & CDP Functional Solution Design

• Act as a functional subject matter expert for Microsoft Dynamics 365 CRM and Bloomreach CDP throughout implementation.
• Support the functional design and implementation of Dynamics 365 capabilities, including Sales, Customer Service, and Marketing.
• Translate business needs into CRM configurations, workflows, business rules, and functional requirements.
• Define and document CDP use cases related to customer segmentation, identity resolution, unified customer profiles, audience activation, and personalization.
• Support the design of customer journeys, marketing campaigns, and omnichannel customer experiences.
• Collaborate with external System Integrators to review and validate functional designs, ensuring solutions align with business objectives and platform best practices.
• Evaluate standard platform capabilities versus custom solutions, promoting scalable and sustainable approaches.

Technical Analysis & System Integration

• Apply practical knowledge of Microsoft Dynamics 365 to support configuration discussions and functional solution validation.
• Understand CRM and CDP data structures, including entities, attributes, relationships, and customer profiles.
• Support the analysis of CRM and CDP integrations, including data flows, synchronization requirements, and dependencies.
• Participate in discussions relating to data mapping, data quality, identity resolution, deduplication, and data ingestion.
• Understand batch and real-time data processing concepts and their impact on business processes.
• Review technical documentation and integration specifications to ensure alignment with business requirements.
• Collaborate with technical teams to identify and resolve functional and technical challenges.

Testing, Implementation & Deployment

• Develop functional test scenarios and test cases based on documented business requirements.
• Coordinate and support User Acceptance Testing (UAT) with business stakeholders.
• Validate end-to-end business scenarios across Dynamics 365 CRM and Bloomreach CDP.
• Participate in defect triage, issue resolution, and prioritization discussions.
• Support deployment readiness, go-live activities, and transition to operational support.
• Contribute to knowledge transfer, documentation, and post-implementation support readiness.

WHAT YOU BRING TO THE TEAM

• Bachelor's degree in Information Systems, Business Administration, Computer Science, Engineering, or a related field. An equivalent combination of education and relevant experience will be considered.
• Minimum of 5 years of experience in Business Analysis, Technical Business Analysis, Functional Analysis, or a similar role supporting enterprise technology implementations.
• Hands-on experience with Microsoft Dynamics 365 CRM, including involvement in implementations, configurations, enhancements, or business process improvements.
• Demonstrated experience gathering and translating business requirements into functional specifications and technology solutions.
• Experience collaborating with business stakeholders, IT teams, and external technology vendors.
• Strong understanding of CRM processes, customer lifecycle management, and customer relationship management principles.
• Familiarity with Customer Data Platforms (CDPs), customer data models, segmentation, and customer journey concepts.
• Fluently bilingual in French and English, both spoken and written, with the ability to facilitate discussions, engage stakeholders, and document requirements in both languages.

Technical Skills

• Practical experience with Microsoft Dynamics 365 CRM and a good understanding of its functional capabilities, modules, configurations, and workflows.
• Understanding of Customer Data Platforms (CDPs), including customer segmentation, identity resolution, unified customer profiles, and audience activation.
• Knowledge of CRM and CDP integrations, data mapping, data flows, and system dependencies.
• Familiarity with data ingestion concepts, including batch and real-time processing.
• Ability to understand and interpret technical documentation, integration specifications, and solution designs.
• Experience working in Agile delivery environments is an asset.

STRONG ASSETS

• Previous experience implementing a Customer Data Platform (CDP), particularly from the ground up, including requirements gathering, solution design, data integration, configuration, testing, and deployment.
• Direct experience with Bloomreach CDP is highly desirable.
• Experience with other CDP platforms such as Salesforce Data Cloud, Adobe Real-Time CDP, or Tealium.
• Experience integrating CRM and CDP platforms to support unified customer profiles and personalized customer experiences.
• Experience in travel, tourism, hospitality, retail, e-commerce, or other customer-centric industries.
• Relevant certifications in Microsoft Dynamics 365, Business Analysis (CBAP, CCBA, PMI-PBA), CDP, or Agile methodologies are considered assets.

LEADERSHIP & INTERPERSONAL SKILLS

• Excellent communication, facilitation, and stakeholder management skills.
• Strong analytical thinking, problem-solving, and attention to detail.
• Ability to translate complex business and technical concepts into clear, practical solutions.
• Confidence in leading workshops and influencing decisions across business and IT teams.
• Collaborative, adaptable, and comfortable working in a dynamic transformation environment.
• Strong organizational skills and the ability to manage competing priorities.
• A proactive, solution-oriented mindset with a focus on delivering business value.

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.