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 Group's 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.

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

• 1–5 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.

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 InPost's growth.
• Warsaw HQ, with a dynamic and diverse international team.