Senior Manager – CRM Product & Platform Owner (Dynamics 365 & Power BI)

About Us

Headquartered in Singapore, SATS Ltd. is one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 215 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume.

SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit

About the Role

We are seeking a Senior Manager – CRM Product & Platform Owner to lead the end-to-end ownership of our Microsoft Dynamics 365 (D365) CRM platform, with a strong emphasis on Power BI analytics and data-driven decision making.

This role combines product ownership, platform governance, and hands-on Power BI expertise, ensuring the delivery of a scalable, high-performing CRM ecosystem and actionable business insights. The successful candidate will act as the single accountable owner for CRM, partnering closely with Commercial, Finance, IT, and external vendors

Key Responsibilities

CRM Product Ownership & Platform Leadership:

• Own the end-to-end D365 CRM platform, including configuration, governance, and ongoing enhancements
• Lead go-live readiness, UAT, cutover, and post-go-live stabilization (hypercare)
• Manage platform administration (security roles, environments, releases)
• Translate business requirements into prioritized backlog and deliverable user stories

Product Roadmap & Delivery:

• Define and execute the CRM product roadmap aligned with commercial priorities
• Own backlog management: prioritization, sprint planning, and release delivery
• Drive vendor and system integrator performance across build and run phases
• Establish and enforce data governance and quality standards

Power BI & Analytics Leadership (Hands-On):

• Design and develop enterprise-grade Power BI dashboards (hands-on build), including:

• Commercial performance

• Customer 360 insights

• Executive and CFO-level reporting

• Build robust data models and semantic layers integrating D365, Finance, and operational systems
• Ensure data accuracy, refresh reliability, and performance optimization
• Deliver a single source of truth for commercial reporting and decision-making

Adoption, Change & Governance:

• Drive CRM adoption through targeted training, enablement, and champion networks
• Track and improve KPIs such as:

• Active users

• Pipeline completeness

• Data quality metrics

• Enforce consistent CRM processes and master data standards across regions

Stakeholder Management:

• Partner with senior stakeholders across:

• Commercial / Sales leadership

• Finance (data alignment and reporting)

• IT and Data teams

• Operate effectively in a matrix environment, influencing without direct authority
• Act as the trusted advisor on CRM and commercial analytics

Experience

• 8 -10+ years’ experience in Dynamics 365 (Sales / Customer Engagement)
• Proven experience as a CRM Product Owner / Platform Lead in complex environments
• Background in consulting (Big 4 / SI / Microsoft partner) or large enterprise transformation programs preferred

Technical Expertise

• Deep Power BI expertise (mandatory):

Advanced DAX, data modelling (star schema), performance tuning

Executive dashboard design and storytelling

• Strong knowledge of:

• D365 configuration and platform administration

• Power Platform (Power Apps, Power Automate)

• Data integration and reporting architectures

Leadership & Functional Skills

• Strong product mindset with ownership and accountability for outcomes
• Ability to balance strategy with hands-on execution
• Excellent stakeholder engagement and communication skills
• Proven ability to lead cross-functional delivery in matrix organisations