CRM Business Support Manager

InPost Group is Europe’s leading out-of-home delivery partner, making deliveries secure and convenient for millions of customers every day in more than 15 countries, including Poland, the UK, Italy, Spain, Portugal, and France. We operate under two brands: InPost and Mondial Relay.

We provide a cost-effective and greener solution for merchants, offering customers greater convenience. At the heart of our business are the Automated Parcel Machines (aka Parcel Lockers), which we have been designing and producing in-house for years.

At InPost Group, we believe that creating and sharing value with our stakeholders is about more than just financial returns. Thanks to the Parcel Locker delivery model, our growth contributes to the reduction of the carbon footprint by up to 75% compared to traditional courier deliveries, and we pursue an ambitious ESG program to increase our impact for a more sustainable world. This year, we will be delivering more than 600 million parcels using more than 25,000 lockers; our network and parcel volumes consistently grow year on year in every market we serve.

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.