CE Practice Lead

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Overview

We are seeking a seasoned Dynamics 365 CRM Practice Lead to lead the Microsoft Dynamics 365 Customer Engagement (CE) team. The ideal candidate will demonstrate a strong understanding across D365 modules including Sales, Customer Service and Customer Insights. You will play a strategic role in leading and mentoring the CE team, building and improving capability, engaging with clients, and ensuring successful project delivery.

Primary Duties

Key Responsibilities:

Practice Leadership & Strategy

• Set up, lead and drive the directions and outcomes of the Customer Engagement practice

• Develop and execute the practice's strategic roadmap and market positioning

• Work collaboratively with the Microsoft Business Applications leadership team to grow, develop and enhance solution best practices, tools and methods, and intellectual property

• Drive innovation in CRM consulting methodologies and service offerings, i.e., AI-enabled solutions

Business Development & Revenue Growth

• Contribute to NTT Data Microsoft Business Applications business / revenue growth

• Lead client relationship management and business development initiatives

• Develop go-to-market strategies for new CRM service offerings and solutions

• Representing the Customer Engagement practice at industry events and thought leadership forums

Team Leadership & Development

• Drive and manage Customer Engagement consultant planning, hiring, and utilization against billable engagements

• Set team goals, develop strategies, and ensure that the Customer Engagement team meets performance standards with proactive feedback mechanisms

• Mentor, challenge and develop team members to meet their potential

• Foster a culture of continuous learning, strategic thinking and professional growth

Client Engagement & Delivery Excellence

• Work collaboratively with other NTT delivery practices (i.e., Project Management, Business Analysis and Quality Assurance) to drive excellent client outcomes

• Oversee complex Dynamics CRM implementation and transformation projects

• Ensure delivery quality, client satisfaction, and project profitability

• Lead or support project planning, including scope, timeline, and resource management

Experience:

• 8+ years of experience with Microsoft Dynamics CRM/365 CE implementations

• Proven track record in Pre-Sales engagements and client presentations.

• Deep knowledge of D365 CE modules and related business processes: Sales, Customer Service, Customer Insights and Field Services.

• Experience with Power Platform (Power Pages, Power BI, Power Apps, Power Automate).

• Familiarity with Microsoft cloud ecosystem, Azure services and integration frameworks

• Experience with data migration, system integrations, and complex configurations

• Excellent communication, presentation, and stakeholder management skills.

• Microsoft certifications in D365 CE (MB-210, PL-200, or equivalent)

Consulting & Leadership Experience

• 10+ years management consulting experience, with 5+ years in leadership roles

• Proven track record of building and scaling consulting practices

• Experience managing P&L responsibility for practice areas

• Strong business development and client relationship management skills

Education and Training:

• Bachelor's or master's degree in computer science, Business, or related field

• Experience and qualifications in Agile and Waterfall delivery methodologies

• Knowledge of industry-specific solutions (e.g., manufacturing, retail, professional services)

• Thought leadership through publications, speaking engagements, or industry recognition

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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