CRM Project Manager
Sofia
Mid-Senior
Benefit Systems is an international company with over 20 years of expertise in providing employee benefits to corporate clients. We operate across multiple markets, including Poland, Czech Republic, Slovakia, Croatia, and Turkey. Since 2015, we have been successfully present in Bulgaria, introducing an innovative solution that supports employers in attracting and retaining their teams.
Our core product, the MultiSport card, helps companies motivate their employees to stay active, take care of their health, and maintain a healthy work-life balance. Our mission is to improve quality of life by making sport accessible to everyone. We strive to be a trusted business partner and to build long-term relationships based on trust and value.
Key Responsibilities:
CRM Ownership & Business Process Management
- Develop and maintain a thorough understanding of business processes supported by Microsoft Dynamics 365 CRM.
- Act as the internal subject matter expert (SME) for CRM-related processes and functionality.
- Identify opportunities for process optimization, automation, and system improvements.
- Ensure CRM solutions align with business objectives and operational requirements.
- Serve as the primary point of contact between the organization and external CRM vendors and support partners.
- Coordinate system maintenance activities, issue resolution, enhancements, and deployments.
- Monitor vendor performance and ensure timely delivery of agreed services.
- Prioritize support tickets, enhancements, and change requests in collaboration with business stakeholders.
- Facilitate workshops and meetings with stakeholders to identify business needs.
- Analyze business requirements and translate them into functional specifications.
- Create Business Requirement Documents (BRDs), process flows, and functional documentation.
- Ensure requirements are clearly documented and understood by vendors and technical teams.
- Lead CRM-related projects from initiation through implementation and post-go-live support.
- Develop project plans, timelines, resource requirements, and risk mitigation strategies.
- Coordinate activities across business teams, vendors, and technical resources.
- Track project progress and provide regular status updates to stakeholders and management.
- Plan and coordinate User Acceptance Testing activities.
- Prepare UAT scenarios, test scripts, and success criteria.
- Guide end users throughout testing phases and provide functional support.
- Monitor testing progress, document issues, and coordinate resolution with vendors.
- Ensure successful business sign-off before production deployment.
- Create user guides and process documentation.
- Act as an escalation point for CRM-related business issues.
- Promote best practices and ensure consistent use of the CRM platform.
- Bachelor's degree in Business Administration, Information Technology, or related field.
- Minimum of 3 years of experience managing CRM, ERP, or business application projects.
- Experience working with Microsoft Dynamics 365 CRM.
- Strong understanding of business process analysis and requirements management.
- Experience creating Business Requirement Documents (BRDs) and functional specifications.
- Proven experience coordinating with external vendors and managing stakeholders.
- Experience facilitating User Acceptance Testing (UAT).
- Strong project management, communication, and organizational skills.
- Microsoft Dynamics 365 certifications.
- Experience with Agile and Waterfall delivery methodologies.
- Familiarity with Power Platform (Power Automate, Power Apps, Power BI).
- Experience in CRM implementation, migration, or transformation projects.
- Project Management certification (PMP, PRINCE2, Agile PM, Scrum, etc.).
- Business Process Analysis
- Project Management
- Stakeholder Management
- Vendor Management
- Requirements Gathering
- UAT Coordination
- Change Management
- Problem Solving
- Communication & Facilitation
- Microsoft Dynamics 365 CRM Expertise
What we offer:
- Structured onboarding, team integration, and continuous support
- Hybrid work model (4 days in the office and 1 day working from home per week)
- Competitive compensation and recognition of individual contribution
- A company that values work-life balance
- An open environment where your voice matters and you can contribute to decision-making
- Initiatives that support a healthy and balanced lifestyle
- Additional health insurance (with dental care)
- Extra vacation days
- Public transport card
- And of course - a MultiSport card
If you’re ready to contribute to the health and wellbeing of thousands of people and believe you’re up for the challenge, we’d love to hear from you. Send us your CV and join the Multisport team!
Please be informed that the personal data provided by you will be processed for the purposes of the recruitment process. Benefit Systems Bulgaria takes the responsibility to handle, use and store all personal data, applying utmost measures for protection and confidentiality.