Business Process Manager CX
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As Business Process Manager CX, you will own the Customer Experience applications with a strong CRM focus, driving digital transformation across the lifecycle. You will bridge business needs and IT delivery, translating requirements into scalable, user-friendly solutions and shaping the CRM landscape. You will lead IT-aligned projects, data initiatives and integrations while ensuring effective stakeholder collaboration across Sales, Marketing and external partners. This role offers impact on CRM transformation, process improvement and data-driven reporting in an international setting. You will work in a hands-on, collaborative environment that values ownership and cross-functional influence.
Responsabilidades- Lifecycle management of CX applications with emphasis on CRM
- Gather and analyze business requirements and translate to functional requirements and user stories
- Drive continuous process and master data improvements; manage change requests
- Document applications, processes and changes; monitor data consistency across systems
- Provide second-level support and coordinate issue resolution
- Act as IT Stream Lead for major CRM projects; support setup, data migration, integrations and go-live
- Coordinate internal stakeholders and external implementation partners
- Lead adoption of new CX tools and processes; contribute to modern reporting environments
- Support ongoing evolution of Microsoft Dynamics 365 and CX solutions
- Collaborate with Sales, Marketing and other stakeholders; train users on new processes
- Experience in Business Analysis, CRM, business applications, IT project management or process management
- Solid CRM experience, ideally Microsoft Dynamics 365
- Experience gathering requirements and translating to functional solutions
- Experience with user stories, process optimization and change requests
- Experience working with external vendors and cross-functional stakeholders
- CRM implementation, data migration and/or system integrations valued
- Understanding of Sales, Marketing or Customer Experience processes advantageous
- Experience with Agile methodologies; Scrum or Product Ownership a plus
- Experience with reporting/data platforms such as Power BI or Microsoft Fabric advantageous
- Proactive and collaborative mindset
- Strong stakeholder management
- Hands-on and solution-oriented approach
- Microsoft Dynamics 365
- Requirements gathering and translation to functional solutions
- User stories and process optimization
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