CRM Manager / Zoho Implementation Business Analyst

(with growth to Customer Experience Manager)

About Nova Global

Nova Global is building a world-class digital service for global delivery for private customers and e-commerce. We operate internationally and continuously scale our processes, systems, and customer experience.

To support our global growth, we are looking for a CRM Manager / Zoho Implementation Business Analyst who will lead the implementation of the Zoho ecosystem and drive business process transformation. After system stabilization, this role will evolve into a Customer Experience Manager (CEM) position within an international company.

Role mission

To ensure structured and scalable business process transformation through hands-on implementation of Zoho CRM and related systems, and to prepare the foundation for a data-driven, customer-centric organization.

Key Responsibilities

Implementation & Business Transformation

• Run discovery sessions with stakeholders and translate business needs into clear To-Be processes, requirements, and acceptance criteria
• Design and implement end-to-end workflows across core business processes
• Build and configure Zoho CRM: data models, modules, fields, statuses, permissions, validations, and governance rules
• Define KPIs and reporting logic for business and operational processes
• Coordinate cross-functional teams (IT, Sales, Finance, HR, Support) during implementation
• Ensure data migration, integrations, testing, and system rollout

Automation, Analytics & Enablement

• Implement workflows, approvals, automation logic, and system rules
• Support analytics and dashboards for operational and management needs
• Execute UAT, prepare SOPs, and conduct user training

Customer Experience Evolution (Growth Stage)

• Transition from internal system optimization to customer experience management
• Analyze customer data and feedback, optimize SLA and service processes
• Collaborate with Sales and Marketing to build a unified customer journey
• Take ownership of CX metrics and continuous service improvement

Technical & Professional Requirements

Core competencies

• 3–5+ years of experience as a Business Analyst, CRM Manager, Product Manager, or Implementation Consultant
• Experience in business process analysis and system implementation (SaaS / CRM / ERP)
• Ability to translate business needs into structured, scalable system solutions
• Understanding of business processes

Zoho & CRM expertise

• Excellent hands-on experience with Zoho CRM
• Experience in system configuration and customization
• Ability to design data models (modules, fields, relationships, statuses, permissions)
• Experience defining governance rules, validations, and process logic
• Practical understanding of automation and analytics within CRM ecosystems

Tools & delivery

• Experience working with Jira and Confluence
• Experience leading discovery, UAT, rollout, and user enablement
• Readiness to grow into a Customer Experience Manager (CEM) role in an international company

Languages

• Ukrainian — fluent
• English — Intermediate+ (written communication, documentation, basic negotiations)

What we offer

• Work in a global company with international operations
• Official employment and transparent cooperation terms
• Professional and supportive team environment
• Clear career growth path from CRM implementation to CX leadership
• Medical insurance
• Paid professional training and English language courses

Join Nova Global and become part of a team that builds scalable systems, implements modern technologies, and creates exceptional customer experiences worldwide.