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Analyze existing CRM systems within the group, assess their efficiency, architecture, and alignment with business processes.
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Develop recommendations on whether to unify on an existing system or select and implement a new CRM platform.
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Lead the full lifecycle CRM implementation for a distributed, multi-entity structure from system selection to go-live and scaling.
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Configure CRM business processes: sales pipelines, automation, roles, and access rights.
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Integrate CRM with internal and external systems, including ERP, payment services, marketing tools, and BI platforms.
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Coordinate cross-functional stakeholders (Sales, Marketing, Finance, Support) and establish unified operational standards.
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Manage external vendors, oversee implementation timelines, enhancements, and project budgets.
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Ensure accurate data migration, data integrity, and ongoing data quality management.
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Train users (up to ~1,000 employees), develop documentation, internal guidelines, and usage standards.
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Monitor CRM performance, optimize processes and automation to improve efficiency and adoption.
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3+ years of hands-on CRM implementation experience in medium or large organizations.
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Proven experience scaling CRM systems within a holding or multi-entity structure.
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Experience working with systems serving 500+ users.
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Strong understanding of business systems architecture, sales and marketing processes, and customer lifecycle management.
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Project management experience: task definition, timeline control, cross-functional coordination.
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English and Russian proficiency at Upper-Intermediate level or higher.
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Strong documentation skills, including policy writing, process documentation, and training materials.