CRM Business Support Manager (f/m/n)

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.

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.

• 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.