CRM Manager

We are looking for a proactive and highly structured CRM & Zoho Implementation Manager who will lead the end-to-end implementation of Zoho One and drive the transformation of our internal processes and customer experience.

Key Responsibilities

Implementation Phase

• Analyze and optimize key business processes (CRM, HR, Finance, Customer Support).
• Build and manage a full implementation roadmap for Zoho One.
• Coordinate cross-functional teams (IT, HR, Finance, Sales, Support).
• Configure and launch core Zoho modules (CRM, People, Books, Desk, Analytics).
• Ensure smooth data migration and integration with external systems.
• Define process KPIs and ensure their achievement.

Support & Customer Experience Phase

• Shift the focus from internal optimization to external customer experience.
• Monitor customer journey through Zoho Desk, CRM, and Surveys.
• Improve SLA performance, automate support workflows, and build omnichannel communication.
• Analyze customer data to develop service improvement strategies.
• Collaborate with Marketing and Sales to create a unified customer ecosystem.

Requirements

• 3–5 years in Product Management, Business Analysis, or CRM Management.
• Hands-on experience implementing SaaS/CRM/ERP systems (Zoho preferred; Salesforce, HubSpot, Dynamics — a plus).
• Strong understanding of Agile/Scrum or Waterfall project methodology.
• Knowledge of CX, SLA, and omnichannel communication principles.
• Ukrainian — fluent; English — Intermediate+ (emails, scheduling, basic negotiations).

Soft Skills

• Strong analytical and systems thinking.
• Ownership mindset and result orientation.
• Leadership and ability to influence without authority.
• Flexibility and adaptability in a fast-changing environment.
• Diplomacy and cross-cultural communication skills.

What We Offer

• Collaboration with a global company.
• Official employment and full compliance with regulations.
• Transparent cooperation and supportive team culture.
• Career and professional development opportunities.
• Medical insurance.
• Paid professional training and English courses.