CRM Business Support Manager

Responsibilities

• Lead and manage a team responsible for configuration maintenance and business process flows in MS Dynamics 365
• Coordinate hypercare operations including user support, incident resolution, and SLA compliance
• Act as the primary business point of contact for CRM vendors regarding configuration and master data integrity
• Oversee Change Request preparation and verification with relevant business units
• Drive the creation of views, filters, dashboards, and charts in MS Dynamics
• Enforce SLA/OLA standards and master data quality within Dynamics 365
• Collaborate with Sales, Customer Service, Technology, Data, Operations, Finance, and external partners

Requirements

• 3-5 years of team management experience in a support or configuration role
• 3-5 years of hands-on experience in CRM system development and maintenance (MS Dynamics 365 preferred)
• 1-5 years of experience with Incident, Problem, and Change Management (ITIL)
• Knowledge of Scrum, Agile, and BPMN 2.0 methodology
• Solid understanding of MS Dynamics 365 configuration and system architecture
• Proficiency in MS Office
• English fluency at B2+/C1 level
• Agile PM Foundation and BPMN certification

Preferred Qualifications

• Experience in international or multi-country rollout projects
• Power Platform skills (Dataverse, Power Automate, Power BI)
• Azure DevOps experience
• Certifications such as PSM I, PRINCE2, Microsoft PL-200, or ITIL Foundation
• Proficiency in Italian, Spanish, or French

About the Company

InPost Group is Europe’s leading out-of-home delivery partner, operating in more than 15 countries. We provide cost-effective and greener solutions for merchants through our network of Automated Parcel Machines.