InPost

CRM Business Support Manager (f/m/n)

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SeniorHybryda·WarszawaFull-time

#369603·Dodano 4 miesiące temu·6

Źródło: InPost

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Tech Stack / Keywords

Salesforce ITIL Scrum Agile SOLIDArchitectureTestingPower Platform

Firma i stanowisko

InPost Group is Europe’s leading out-of-home delivery partner operating in more than 15 countries including Poland, the UK, Italy, Spain, Portugal, and France. The company designs and produces Automated Parcel Machines (Parcel Lockers) in-house and focuses on providing cost-effective and greener delivery solutions. InPost Group aims to reduce the carbon footprint by up to 75% compared to traditional courier deliveries and pursues an ambitious ESG program. The company will deliver more than 600 million parcels using over 25,000 lockers across its network.

Wymagania

Required:

3-5 years of team management experience in support, configuration, or Service/Support Manager roles.
3-5 years hands-on experience in CRM system development and maintenance, preferably MS Dynamics 365 or Salesforce.
1-5 years practical experience with Incident/Problem/Change Management processes (ITIL framework).
Knowledge of Scrum, Agile BA, BPMN 2.0 process analysis, and business analysis practices.
Solid understanding of MS Dynamics 365 configuration and system architecture.
Knowledge of Agile methodology, maintenance agreements, and application maintenance processes (hypercare).
Proficiency in MS Office and attention to detail in business analysis and acceptance testing.
English at B2+/C1 level for daily international collaboration.
Agile PM Foundation and BPMN certification.

Nice to have:

1-5 years 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.

Obowiązki

Lead and manage a team responsible for configuration maintenance and business process flows in MS Dynamics 365 across multiple markets.
Coordinate hypercare operations including user support, incident resolution, SLA compliance, and collaboration with technology teams.
Act as the main business contact for the CRM vendor regarding configuration errors, master data integrity, and change analysis.
Oversee Change Request preparation and verification with relevant business units and support system development.
Drive creation of views, filters, dashboards, and charts in MS Dynamics and support data-layer changes with IT units.
Define and coordinate maintenance processes at 1st and 2nd support line interfaces and collaborate with technology teams during and after hypercare.
Enforce SLA/OLA standards and master data quality within Dynamics 365 including validation rules and deduplication.
Collaborate closely with Sales, Customer Service, Technology, Data, Operations, Finance, Pay, Fulfilment teams, and external partners Accenture and Comarch.

Benefity

Direct access to Group-level leadership and strategic decisions.
Opportunity to work in a fast-moving company that values initiative.
Exposure to a multi-market, international organisation operating across 9 European countries.
Culture embracing new ways of working, including AI tools.
Real visibility enabling leadership in InPost's growth.
Warsaw HQ with a dynamic and diverse international team.
B2B contract offered.

InPost

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