1. Presentation of ETNIC

ETNIC (Entreprise pour les Technologies de l’Information et de la Communication) is the IT operator of the Fédération Wallonie-Bruxelles. As a public interest organization, ETNIC’s mission is to design, develop, maintain, and evolve information systems and technological infrastructures serving the administrations and institutions of the FWB.

A central player in the digital transformation of the Belgian French-speaking public sector, ETNIC operates in various fields such as:

• IT infrastructure management (networks, security, data centers, cloud)
• Development of custom business applications
• Support for digital projects (functional analysis, UX/UI, project management)
• Cybersecurity and data protection
• User support and training

With a constant focus on innovation, performance, and public service, ETNIC regularly collaborates with external partners to reinforce its teams through IT consulting assignments. These collaborations take place within an ethical, professional framework, oriented towards quality and the concrete impact of delivered solutions.

2. Mission

ETNIC is looking for a Product Manager to lead the CRM product line as part of its transformation towards Microsoft Dynamics 365.

This key role must:

• Define the product vision (roadmap, priorities, alignment with business needs)
• Orchestrate collaboration between IT teams, integrators, and end users
• Ensure the adoption and evolution of the CRM/CMT product team

Profile sought: An experienced Product Manager (10+ years) with CRM expertise (5+ years in Dynamics 365) and an understanding of public sector challenges.

The candidate must combine strategic vision, technical knowledge, and ability to unite stakeholders.

The mission is planned for a duration of 6 months, renewable for another 6 months.

3. Selection Criteria

CRM & Dynamics 365 Expertise

• CRM product experience: 5+ years in CRM product management (Salesforce, Dynamics 365, or similar solutions)
• In-depth knowledge of Dynamics 365:
• Customer Engagement modules (Sales, Customer Service, Marketing)
• Power Platform (Power Apps, Power Automate, Power BI)
• Integrations (APIs, connectors with legacy or cloud systems)
• Experience in CRM migration/transformation:
• Transition from a monolithic system to a composable ecosystem (e.g. Siebel → Dynamics 365)
• Data management (quality, governance, GDPR compliance)
• Understanding of technical challenges:
• Hybrid architecture (Azure, integration with on-premise systems)
• Security and compliance (IAM, encryption, audits)
• Licensing and costs (optimization of Dynamics 365 licenses)

Product Leadership & Strategic Vision

• Definition of the product roadmap:
• Ability to prioritize features based on business needs and technical constraints
• Alignment with ETNIC’s overall strategy (digital transformation, user orientation)
• Backlog management (tools such as Azure DevOps, Jira)
• Collaboration with stakeholders:
• IT: DevOps teams, architects, integrators
• Business: End users, functional managers
• Management: Program sponsors (e.g. CODIR, Imajines_Next sponsors)
• Vendors: Microsoft partners, integrators
• Change management:
• Collaboration with the Change Manager to ensure adoption
• Training and documentation (user guides, webinars, support materials)

Public Sector & Regulatory Context

• Experience in the public/parapublic sector:
• Understanding of administrative processes (budgets, tenders, accountability)
• Management of regulatory constraints (GDPR, Walloon/Brussels decrees)
• Knowledge of public procurement:
• Experience in drafting specifications and selecting vendors
• Negotiation with integrators (contracts, SLAs)

Non-Technical Skills

• Client and results oriented:
• Ability to translate business needs into technical requirements
• Focus on user experience (UX/UI, simplicity, accessibility)
• Communication and influence:
• Clear presentation of CRM issues and benefits to stakeholders (e.g. CODIR, AG)
• Conflict management and expectation alignment
• Problem solving:
• Risk analysis (e.g. resistance to change, technical dependencies)
• Proposal of pragmatic solutions (quick wins, MVP)

Methodologies & Tools

• Certifications (a plus):
• Product Management (e.g. Certified Scrum Product Owner, SAFe Product Manager)
• Dynamics 365 (e.g. MB-900, PL-200)
• Working methods:
• Agile/Scrum (sprints, retrospectives, prioritization)
• Lean Startup (MVP, user testing, iterations)
• Tools:
• Product management: Azure DevOps, Jira, Confluence
• Collaboration: Teams, Miro, SharePoint
• Analytics: Power BI, Dynamics 365 Customer Insights