CRM Business Support Manager (MS Dynamics 365)

TL;DR

CRM Business Support Manager (MS Dynamics 365): Leading the business-side maintenance and operational integrity of the CRM platform within the Lead-to-Cash programme with an accent on system configuration, data quality, and user support. Focus on managing a team of specialists, coordinating hypercare operations across European markets, and bridging the gap between business stakeholders and technology teams.

Location: Warsaw, Poland (Onsite)

Company

hirify.global is Europe’s leading out-of-home delivery partner, operating a vast network of Automated Parcel Machines across 15 countries with a strong commitment to sustainable logistics.

What you will do

• 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 errors and master data integrity.
• Oversee Change Request preparation and verification across multiple project phases.
• Drive the creation of dashboards, views, and charts while supporting business teams with data-layer changes.
• Enforce master data quality, including validation rules and deduplication processes.

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, specifically MS Dynamics 365.
• 1-5 years of practical experience with ITIL Incident/Problem/Change Management processes.
• Proficiency in BPMN 2.0 process analysis and Agile methodologies.
• English at B2+/C1 level required for daily international collaboration.
• Agile PM Foundation and BPMN certification.

Nice to have

• Experience in international or multi-country rollout projects.
• Power Platform skills including Dataverse, Power Automate, and Power BI.
• Azure DevOps experience with backlog and release management.
• Certifications such as PSM I, PRINCE2, or Microsoft Dynamics 365 credentials.
• Proficiency in Italian, Spanish, or French at B2 level.

Culture & Benefits

• Direct access to Group-level leadership and strategic decision-making.
• Fast-paced environment that values initiative and new ideas.
• Exposure to a multi-market international organization operating across 9 European countries.
• Culture that embraces innovation and invests in AI tools to improve work efficiency.
• Dynamic and diverse international team based at the Warsaw HQ.