CRM Business Support Manager (f/m/n)

TL;DR

CRM Business Support Manager (f/m/n) (Microsoft Dynamics 365 CRM): Lead business-side maintenance of a Microsoft Dynamics 365 CRM platform within the Lead-to-Cash programme with an accent on configuration integrity, business process flows, and data quality. Focus on managing hypercare operations, coordinating change requests across multiple markets, and building Dynamics views, filters, dashboards, and reports while serving as the primary business contact between stakeholders, technology, and CRM vendors.

Location: Czerniakowska, Warszawa, Poland

Company

hirify.global (InPost Group) operates parcel locker delivery services across multiple European markets.

What you will do

• Lead a team responsible for configuration maintenance and business process flows in Microsoft Dynamics 365 across multiple markets (contract templates, campaigns, business rules, queues, and data imports).
• Run hypercare operations: user support, incident resolution, SLA compliance, and collaboration with technology teams on bug assessment and fixes.
• Act as the main business point of contact for the CRM vendor on configuration errors, master data integrity, and change analysis across multiple CRM instances.
• Prepare and verify Change Requests with business units and support system development during defined project phases.
• Create Dynamics views, filters, dashboards, and charts; support business teams with data-layer changes in collaboration with IT.
• Define and coordinate target maintenance processes at 1st/2nd support line interface and enforce SLA/OLA standards and master data quality (validation rules, deduplication, completeness monitoring).

Requirements

• 3–5 years of team management experience in a support, configuration, or Service/Support Manager role.
• 3–5 years of hands-on CRM system development and maintenance (Microsoft 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 using the ITIL framework.
• Knowledge of Scrum and Agile BA, plus BPMN 2.0 process analysis methodology and business analysis practices.
• Solid understanding of Microsoft Dynamics 365 from a configuration perspective and familiarity with system architecture.
• English at B2+/C1 level for daily collaboration in an international environment.

Nice to have

• Experience in IT maintenance units and/or international multi-country rollout projects.
• Power Platform skills (Dataverse, Power Automate, Power BI at user/analytics level).
• Azure DevOps experience (backlog management and CR/Release process) and relevant certifications (e.g., ITIL Foundation, PSM I, PRINCE2, Microsoft PL-200, MB-210/MB-230).
• Italian, Spanish, or French at B2 level.

Culture & Benefits

• Direct access to group-level leadership and strategic decisions.
• Fast-moving environment with room for initiative and improvements from day one.
• Exposure to a multi-market, international organization operating across European countries.
• Warsaw HQ with a dynamic and diverse international team.
• B2B contract offered for this role.

Hiring process

• Interviews to assess CRM support/configuration experience, ITIL/change management knowledge, and collaboration style.
• Evaluation of business analysis and acceptance testing approach, including Dynamics 365 configuration understanding.
• Final discussions focused on fit for multi-market hypercare and vendor/stakeholder coordination.