Responsibilities
- Manage a team handling configuration updates and business process workflows in Microsoft Dynamics 365, covering contract templates, campaigns, business rules, queues, and data imports across various regional markets.
- Coordinate post-implementation support activities, including user assistance, incident management, SLA adherence, and joint troubleshooting with technical teams for system bugs and fixes.
- Serve as the primary business liaison with the CRM vendor to resolve configuration issues, ensure master data accuracy, and evaluate changes across multiple country-specific CRM environments.
- Lead the drafting and validation of change requests in partnership with business stakeholders, and support system enhancements throughout defined project stages.
- Develop and maintain dashboards, views, filters, and reports in Dynamics 365, and assist business units with data model adjustments in coordination with IT.
- Establish and manage operational procedures for first- and second-line CRM support, ensuring smooth collaboration with technology teams during and after hypercare periods.
- Uphold service level and operational level agreements, and ensure high standards of master data quality through validation rules, deduplication processes, and completeness checks.
- Work closely with departments including Sales, Customer Service, Technology, Data, Operations, Pay, and Fulfilment, as well as external partners Accenture and Comarch.
