Independence Pet Holdings
Principal Architect D365 (Chicago)
Independence Pet Holdings, Chicago, Illinois, United States, 60290
Established in 2021,
Independence Pet Holdings
is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Role Overview The D365 Sales, Service & Martech Lead will define and govern architecture for
Dynamics 365 CE (Sales & Service) ,
Customer Insights CDP , and the integrated marketing technology stack. This role ensures seamless orchestration of customer journeys, unified profiles, and compliance across ecosystems, enabling
personalized engagement and agentic automation .
Key Focus Areas D365 Sales & Service Transformation:
Architect and implement unified CRM for B2C and B2B journeys. MarTech Integration:
Connect D365 with marketing automation platforms (Braze, Adobe Marketo) for omnichannel activation. Customer Data Platform (CDP):
Enable Customer/Lead 360 profiles via Microsoft Customer Insights integrated with Calandra data platform. Unified Experience:
Deliver single pane of glass for agents with Talkdesk integration and Power Platform workflows. Privacy & Compliance:
Ensure GDPR, CCPA, and consent management across all touchpoints.
Key Responsibilities CRM Architecture (30%) Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes. Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social). MarTech & CDP Integration (25%) Integrate D365 CE with Braze, Adobe Marketo, and other MarTech tools for campaign orchestration. Enable segmentation, personalization, and next-best-action decisioning using CDP data. Process Orchestration & Automation (20%) Design Power Automate workflows for lead scoring, quote automation, and service routing. Embed AI-driven recommendations and agentic workflows for sales and service. Data & Compliance Governance (15%) Establish governance for marketing and CRM data, privacy, and consent management. Align architecture with SOC 2, PCI DSS, GDPR, and CCPA compliance. Strategic Leadership (10%) Develop roadmap for CRM and MarTech modernization aligned with IPHs digital transformation goals. Partner with business leaders to drive adoption and maturity of D365 and MarTech capabilities.
Technical Requirements Platforms:
Dynamics 365 CE (Sales, Service), Customer Insights CDP, Power Platform MarTech Tools:
Braze, Adobe Marketo, Dynamic Yield, Contentful Integration:
Azure API Management, Service Bus, Power Automate Data & Analytics:
Azure based - Calandra Data Platform, Databricks, Power BI Compliance:
GDPR, CCPA, SOC 2, PCI DSS
Qualifications 10+ years in CRM and MarTech architecture; 5+ years in Dynamics 365 CE Experience with marketing automation platforms and CDP integration Strong knowledge of omnichannel engagement and personalization strategies Familiarity with the insurance or financial services industry preferred
Key Success Metrics Unified CRM Adoption D365 Sales & Service live across brands CDP Integration Customer/Lead 360 profiles operational Campaign Automation 90% campaigns are automated via MarTech Compliance GDPR, CCPA adherence maintained Agentic Enablement AI-driven workflows in Sales & Service
All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
Comprehensive full medical, dental and vision Insurance Basic Life Insurance at no cost to the employee Company paid short-term and long-term disability 12 weeks of 100% paid Parental Leave Health Savings Account (HSA) Flexible Spending Accounts (FSA) Retirement savings plan Personal Paid Time Off Paid holidays and company-wide Wellness Day off Paid time off to volunteer at nonprofit organizations Pet friendly office environment Commuter Benefits Group Pet Insurance On the job training and skills development Employee Assistance Program (EAP)
Independence Pet Holdings
is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Role Overview The D365 Sales, Service & Martech Lead will define and govern architecture for
Dynamics 365 CE (Sales & Service) ,
Customer Insights CDP , and the integrated marketing technology stack. This role ensures seamless orchestration of customer journeys, unified profiles, and compliance across ecosystems, enabling
personalized engagement and agentic automation .
Key Focus Areas D365 Sales & Service Transformation:
Architect and implement unified CRM for B2C and B2B journeys. MarTech Integration:
Connect D365 with marketing automation platforms (Braze, Adobe Marketo) for omnichannel activation. Customer Data Platform (CDP):
Enable Customer/Lead 360 profiles via Microsoft Customer Insights integrated with Calandra data platform. Unified Experience:
Deliver single pane of glass for agents with Talkdesk integration and Power Platform workflows. Privacy & Compliance:
Ensure GDPR, CCPA, and consent management across all touchpoints.
Key Responsibilities CRM Architecture (30%) Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes. Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social). MarTech & CDP Integration (25%) Integrate D365 CE with Braze, Adobe Marketo, and other MarTech tools for campaign orchestration. Enable segmentation, personalization, and next-best-action decisioning using CDP data. Process Orchestration & Automation (20%) Design Power Automate workflows for lead scoring, quote automation, and service routing. Embed AI-driven recommendations and agentic workflows for sales and service. Data & Compliance Governance (15%) Establish governance for marketing and CRM data, privacy, and consent management. Align architecture with SOC 2, PCI DSS, GDPR, and CCPA compliance. Strategic Leadership (10%) Develop roadmap for CRM and MarTech modernization aligned with IPHs digital transformation goals. Partner with business leaders to drive adoption and maturity of D365 and MarTech capabilities.
Technical Requirements Platforms:
Dynamics 365 CE (Sales, Service), Customer Insights CDP, Power Platform MarTech Tools:
Braze, Adobe Marketo, Dynamic Yield, Contentful Integration:
Azure API Management, Service Bus, Power Automate Data & Analytics:
Azure based - Calandra Data Platform, Databricks, Power BI Compliance:
GDPR, CCPA, SOC 2, PCI DSS
Qualifications 10+ years in CRM and MarTech architecture; 5+ years in Dynamics 365 CE Experience with marketing automation platforms and CDP integration Strong knowledge of omnichannel engagement and personalization strategies Familiarity with the insurance or financial services industry preferred
Key Success Metrics Unified CRM Adoption D365 Sales & Service live across brands CDP Integration Customer/Lead 360 profiles operational Campaign Automation 90% campaigns are automated via MarTech Compliance GDPR, CCPA adherence maintained Agentic Enablement AI-driven workflows in Sales & Service
All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
Comprehensive full medical, dental and vision Insurance Basic Life Insurance at no cost to the employee Company paid short-term and long-term disability 12 weeks of 100% paid Parental Leave Health Savings Account (HSA) Flexible Spending Accounts (FSA) Retirement savings plan Personal Paid Time Off Paid holidays and company-wide Wellness Day off Paid time off to volunteer at nonprofit organizations Pet friendly office environment Commuter Benefits Group Pet Insurance On the job training and skills development Employee Assistance Program (EAP)