CRM Business Support Manager

ABOUT THE ROLE:

InPost Group is looking for a CRM Business Support Manager to lead the business-side maintenance of our Microsoft Dynamics 365 CRM platform within the Lead-to-Cash programme. You will own the operational integrity of the system - from configuration and business process flows to data quality and user support - initially in Poland and then rolling out across InPost Groups European markets. You will manage a team of 4 specialists and serve as the primary business contact between internal stakeholders the technology team and external vendors.

RESPONSIBILITIES:

• Lead and manage a team responsible for configuration maintenance and implemented business process flows in MS Dynamics 365 - including contract templates campaigns business rules queues and data imports - across multiple InPost Group markets.
• Coordinate hypercare operations: user support incident resolution SLA compliance and collaboration with technology teams for bug assessment and system fixes.
• Act as the main business point of contact for the CRM vendor regarding configuration errors master data integrity and change analysis -working across multiple CRM instances depending on country.
• Oversee Change Request preparation and verification with relevant business units and support system development across defined project phases.
• Drive the creation of views filters dashboards and charts in MS Dynamics and support business teams with data-layer changes in collaboration with IT units.
• Define and coordinate target maintenance processes at the 1st and 2nd support line interface and collaborate with the technology team during and after the hypercare phase.
• Enforce SLA/OLA standards and master data quality within Dynamics 365 - including validation rules deduplication and completeness monitoring.
• Collaborate closely with Sales Customer Service Technology Data Operations Finance Pay and Fulfilment teams as well as external partners Accenture and Comarch.

Qualifications :

REQUIRED

• 3-5 years of team management experience in a support configuration or Service/Support Manager role.
• 3-5 years of hands-on experience in CRM system development and maintenance (MS Dynamics 365 strongly preferred; Salesforce acceptable) - including business configuration user support and data management.
• 1-5 years of practical experience with Incident/Problem/Change Management processes (ITIL framework).
• Knowledge of Scrum and Agile BA.
• Knowledge of BPMN 2.0 process analysis methodology and business analysis practices.
• Solid understanding of MS Dynamics 365 from a configuration perspective and familiarity with system architecture.
• Knowledge of Agile methodology maintenance agreement structures and application maintenance processes (hypercare).
• Proficiency in MS Office (Excel Word PowerPoint) and attention to detail in business analysis and acceptance testing.
• English at B2/C1 level - daily collaboration in an international environment.
• Agile PM Foundation and BPMN certification.

NICE TO HAVE

• 15 years of experience in IT maintenance units.
• Experience in international or multi-country rollout projects.
• Power Platform skills: Dataverse Power Automate Power BI (user/analytics level).
• Advanced D365 proficiency: Business Process Flows business rules dashboards campaigns data imports record ownership management.
• Azure DevOps experience: backlog management and CR/Release process.
• Certifications: PSM I PRINCE2 Microsoft PL-200 MB-210/MB-230 ITIL Foundation.
• Postgraduate studies in business analysis AI project management or management.
• Italian Spanish or French at B2 level.

Additional Information :

WHY INPOST

• Direct access to Group-level leadership and strategic decisions - you will be in the room where things happen.
• A company that genuinely moves fast and values initiative - your ideas and improvements are welcome from day one.
• Exposure to a multi-market international organisation operating across 9 European countries.
• A culture that embraces new ways of working including AI - we invest in tools that make your work smarter.
• Real visibility: the work you do directly enables the people leading InPosts growth.
• Warsaw HQ with a dynamic and diverse international team.

Remote Work :

No

Employment Type :

Full-time