Crm-manager in Nova poshta

Hello!

We are the Nova Global team and we are committed to creating the world's most convenient digital global delivery service for private customers and e-commerce. If you think globally and curiosity is a key element in your life, we are sure that you will be delighted with projects and tasks with global challenges.

To achieve global goals, we invite a CRM manager to our team.

Role mission:

Ensure the systematic transformation of the company's business processes in the Zoho CRM ecosystem, and after stabilization, move to a focus on customer experience in the role of Customer Experience Manager (CEM).

Main responsibilities:

Implementation stage:

• Analysis and optimization of business processes (CRM, customer support)
• Formation of Zoho CRM implementation roadmap
• Coordinating the work of a cross-functional team (IT, HR, Finance, Sales, Support)
• Configuring and launching key modules (Zoho CRM, Books, Desk, Analytics)
• Ensuring data migration and integrations with external systems
• Defining KPIs for each process and controlling them implementation

Support and transformation phase in CEM:

• Transition from internal optimization to external customer focus
• Customer experience tracking via Zoho Desk, CRM, Surveys
• SLA optimization, support automation, building omnichannel communication
• Customer data analysis and shaping service improvement strategies
• Cooperation with marketing and sales to create a single customer ecosystem

Expectations from the candidate:

Professional skills:

• Experience of 3-5 years in the role of Product Manager / Business Analyst / CRM Manager
• Practical experience in implementing SaaS/CRM/ERP systems (Zoho, Salesforce, HubSpot, Microsoft Dynamics)
• Knowledge of project management principles (Agile/Scrum or Waterfall)
• Understanding customer experience (CX), SLA and omnichannel communications
• Ukrainian - fluent; English - Intermediate+ (correspondence, booking, basic negotiations)

Personal skills:

• Analytical and systems thinking
• Results oriented, high responsibility
• Leadership qualities and the ability to influence without direct subordination
• Flexibility, ability to quickly adapt to changes
• Cross-cultural communication skills and diplomacy

Advantages of working with us:

• Cooperation in a global company
• Official employment and compliance with all guarantees by the parties
• Transparent conditions cooperation and team atmosphere
• Opportunities for career and professional growth
• Medical insurance
• Paid professional training, English language courses

So, we invite you to our Dream Team and together we will achieve ambitious goals, develop and implement new technologies, optimize processes, improve customer experience. Let's win the trust and love of customers all over the world together.

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