CRM Manager / Zoho Implementation Business Analyst
(with growth to Customer Experience Manager)
About Nova Global
Nova Global is building a world-class digital delivery service for private customers and e-commerce. As an international logistics company, we continuously scale our operations, systems, and customer experience.
We are looking for a specialist who can transform a «boxed» Zoho One solution into a powerful, scalable ecosystem aligned with Nova Global’s ambitions. In this role, you will act as a bridge between business teams (sales, logistics, customer support, finance) and technical implementation.
After the stabilization of core systems, this role offers a clear growth path into a Customer Experience Manager (CEM) position within an international company.
Role Mission
To design, implement, and evolve end-to-end business processes using Zoho CRM and related tools — not by simply configuring fields, but by building integrated workflows that automate the customer and shipment journey from first contact to analytics and reporting.
Key Responsibilities
Discovery & Process Design
Conduct interviews and discovery sessions with internal stakeholders (divisions, departments, customer support)
Document and design To-Be business processes
Translate business needs into structured technical tasks and implementation plans
Zoho Customization & Implementation
Deep configuration of Zoho CRM and related Zoho applications to support international logistics processes
Design data models, workflows, statuses, permissions, and validations aligned with business logic
Ensure consistency, scalability, and governance of CRM structures
Automation & Scripting
Develop and maintain Deluge scripts to automate routine operations and cross-module interactions
Implement workflow logic, triggers, and system rules to reduce manual work and errors
Data Integration & Analytics
Configure integrations between Zoho and internal systems using Zoho Flow and APIs
Support analytics and reporting logic to enable operational and management insights
Delivery & Enablement
Coordinate implementation with internal teams
Support testing (UAT), system rollout, and user enablement
Prepare basic process documentation and SOPs
Customer Experience Evolution (Growth Stage)
Gradual transition from internal process optimization to customer experience management
Analysis of customer data, service performance, and feedback
Ownership of CX-related improvements and metrics in collaboration with Sales and Marketing
Requirements
Professional Background
3 + years of experience as a Business Analyst, CRM Manager, Implementation Specialist, or similar role
Experience in business process analysis and system implementation (CRM / SaaS solutions)
Ability to translate business needs into practical, scalable system solutions
General understanding of business processes
Zoho & Technical Skills
Excellent hands-on experience with Zoho CRM
Strong experience in system configuration and customization
Ability to design data models (modules, fields, relationships, statuses, permissions)
Experience with automation and scripting using Deluge
Experience with integrations via Zoho Flow and APIs
Practical understanding of analytics and reporting within CRM ecosystems
Tools
Experience working with Jira and Confluence
Languages
Ukrainian — fluent (mandatory for internal communication)
English — Intermediate+ (documentation, written communication, basic discussions)
Nice to Have
Experience in logistics or e-commerce companies
Experience with Zoho Creator for building internal applications
Understanding of REST API architecture
What We Offer
Work in an international company with global operations
Official employment and transparent cooperation terms
Professional, supportive team environment
Clear career growth path from CRM implementation to CX leadership
Medical insurance
Paid professional training and English language courses
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