123pracovat

Key Responsibilities

System Implementation & Project Leadership

• Lead end-to-end implementation projects of new CRM/ERP systems (e.g., Salesforce, MS Dynamics, ABS) and process automation tools within the Customer Care area.

• Manage project timelines, deliverables, and stakeholder communication to ensure successful rollout and adoption.

• Collaborate with IT, Sales, Logistics, and Finance teams to align system functionality with business needs.

• Identify opportunities for system improvements and process standardization across countries and departments.

• Develop and document new workflows, procedures, and user guidelines to ensure smooth transition and effective use of new tools.

Customer Care Excellence

• Oversee complex customer interactions and ensure high-quality service delivery through optimized processes and tools.

• Support regional and global teams in achieving operational excellence through data-driven insights, reporting, and process improvement.

• Proactively identify systemic issues or recurring challenges and lead initiatives to resolve them sustainably.

• Ensure compliance and consistency of customer data and contractual documentation across multiple systems.

• Support the standardization and harmonization of procedures to enhance efficiency and transparency.

Cross-Functional Collaboration

• Act as a key liaison between the Customer Care function and other business units (Sales, Service, Logistics, Finance, IT).

• Ensure alignment between operational teams and system development teams to improve workflow efficiency and customer satisfaction.

• Lead or contribute to cross-departmental projects, ensuring seamless execution and clear accountability structures.

Skills and Qualifications

Essential:

• Bachelor’s degree (Business Administration, Project Management, IT, or related field).

• Minimum 5-7 years of experience in customer operations, system implementation, or project management within an international or corporate environment.

• Proven experience in leading or managing system implementation projects (CRM/ERP/automation platforms).

• Strong project management and stakeholder coordination skills, including planning, execution, and reporting.

• Excellent communication and interpersonal skills, with ability to work cross-functionally and manage competing priorities.

• Proficiency in English (B2-C1) and Czech (fluent) - additional Slovak is a plus.

• Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Outlook).

• Structured, analytical, and solutions-oriented mindset with high attention to detail.

Desirable:

• Hands-on experience with Salesforce, Microsoft Dynamics, or ABS.

• Experience in change management and user adoption strategies.

• Project management certification (e.g., Prince2, PMP, Agile) is a plus.

Personal Profile

• Strategic thinker with strong execution skills and a “can-do” attitude.

• Comfortable working in a matrix organization and leading without direct authority.

• Driven by improvement, innovation, and efficiency.

• Capable of balancing strategic planning with operational follow-through.