Business Process Manager CX

Are you passionate about CRM, business processes and digital transformation? Do you enjoy working at the intersection of business and IT, translating business needs into effective digital solutions?

We are looking for a Business Process Manager CX to join an international organization and take ownership of its Customer Experience applications, with a strong focus on CRM and Microsoft Dynamics 365.

Your Role

As Business Process Manager CX, you will be responsible for managing and continuously improving the applications within the Customer Experience environment throughout their lifecycle.

You will act as a key interface between business stakeholders, IT teams and external partners, ensuring that business requirements are translated into efficient, scalable and user-friendly solutions.

You will also play a key role in the implementation and further development of the organization's CRM landscape.

Your Responsibilities

CRM & Application Management

Manage CX applications throughout their lifecycle, with a strong focus on CRM.
Gather, analyse and manage business requirements.
Translate business needs into functional requirements and user stories.
Drive the continuous improvement of processes, workflows, forms and master data.
Manage change requests and coordinate their implementation.
Ensure appropriate documentation of applications, processes and changes.
Monitor integrations with other business systems and ensure data consistency.
Provide second-level support and coordinate the resolution of technical issues.

Projects & Digital Transformation

Act as IT Stream Lead for major CRM implementation projects.
Support CRM setup, data migration, integrations and go-live activities.
Coordinate internal stakeholders and external implementation partners.
Lead the introduction of new CX-related tools and processes.
Contribute to reporting and data initiatives, including the development of modern reporting environments.
Support the continuous evolution of Microsoft Dynamics 365 and related CX solutions.

Stakeholder Management & Training

Work closely with Sales, Marketing and other business stakeholders to understand their needs and expectations.
Challenge existing processes and identify opportunities for improvement.
Coordinate external vendors and partners.
Provide training and guidance to business users when new processes or functionalities are introduced.
Communicate technical topics clearly to non-technical stakeholders.

Your Profile

Bachelor's or Master's degree in Business IT, Business Administration with an IT focus, Information Systems or a related field.
Several years of experience in Business Analysis, CRM, Business Applications, IT Project Management or Process Management.
Solid experience working with CRM solutions, ideally Microsoft Dynamics 365.
Experience gathering business requirements and translating them into functional solutions.
Experience with user stories, process optimisation and change requests.
Experience working with external vendors and cross-functional stakeholders.
Experience in CRM implementation, data migration and/or system integrations is highly valued.
A good understanding of Sales, Marketing or Customer Experience processes is an advantage.
Experience with Agile methodologies, Scrum or Product Ownership is a plus.
Experience with reporting/data platforms such as Power BI or Microsoft Fabric is an advantage.

Your Personality

You are a proactive and collaborative professional who enjoys taking ownership and making things happen.

You are comfortable operating between business and IT and are able to challenge existing ways of working while maintaining strong relationships with stakeholders.

You bring:

A strong analytical and problem-solving mindset
Excellent stakeholder management skills
A hands-on and solution-oriented approach
The ability to work independently and manage multiple priorities
A genuine interest in digital transformation and process improvement
An open mindset and the ability to think outside the box

What We Offer

An international and collaborative working environment
The opportunity to play a key role in an ongoing CRM transformation
Significant autonomy and ownership
Exposure to international projects and stakeholders
The opportunity to shape and continuously improve Customer Experience processes and digital solutions
A role combining business, technology, CRM and project management