ENVIRONMENT:
OWN the design, evolution, and adoption of the CRM platform as a strategic business capability of an innovative Financial Services Platform looking to fill the role of a CRM Platform Lead.
This is not a technical configuration role — but a business-facing platform leadership role that ensures: End-to-end customer journeys are effectively designed and implemented; CRM supports operational efficiency and scalability; Data is structured for reporting and decision-making & Adoption across teams is achieved and sustained.
The ideal candidate will need 5 - 10+ years' experience in CRM, sales operations, or customer platform roles including proven experience in at least one major CRM platform (e.g. Salesforce, Dynamics, HubSpot, Zoho).
DUTIES:
CRM Platform Ownership -
Own the Zoho CRM platform as a business-critical system.
Define and maintain the CRM product roadmap aligned to business strategy.
Ensure consistency across multiple business units and use cases.
Act as the primary decision-maker for CRM design and evolution.
Customer Journey & Process Design -
Design and optimise end-to-end customer journeys, including:
Lead management
Pre-qualification (QBC)
Home Loan processing
Post-sale engagement
Define: Stages, statuses, SLAs, and handoffs.
Ensure processes are practical, scalable, and measurable.
Data & CRM Architecture -
Own CRM data model design, including Leads, Accounts, Opportunities, Service Requests.
Ensure:
Data integrity
Minimal duplication
Alignment with reporting needs
Work with Data and BI teams to enable accurate and meaningful reporting.
Automation & Workflow Design -
Define and oversee:
Workflow automation
Routing logic
Business rules and triggers
Ensure the right balance between:
Automation
Human decision-making
Integration Coordination -
Work with internal Engineering and Integration teams to:
Define integration requirements
Validate system interactions
Ensure CRM functions effectively within the broader ecosystem (OPS, OP, portals, etc.)
Understand and guide: System-of-record vs system-of-engagement decisions.
Stakeholder Engagement -
Act as the primary interface between:
Operations (Contact Centre, Sales teams).
Product teams
Technology teams
Facilitate decision-making across business units.
Translate business needs into structured CRM capabilities.
Change Management & Adoption -
Drive CRM adoption across all user groups.
Define and support:
Training approach
User onboarding
Behavioural standards
Monitor and improve:
Usage
Data quality
Adherence to process
Vendor & Delivery Oversight -
Manage CRM implementation partners (e.g. Zoho partners).
Ensure delivery aligns with organization standards and expectations.
Review and challenge solution designs and configurations.
REQUIREMENTS:
5 - 10+ Years experience in CRM, sales operations, or customer platform roles.
Proven experience in at least one major CRM platform (e.g. Salesforce, Dynamics, HubSpot, Zoho).
Experience designing and implementing end-to-end customer journeys.
Experience working in: Financial services, lending, or contact centre environments (preferred).
Experience working across business and technology teams.
Strong process design and optimisation skills.
Solid understanding of data modelling and reporting requirements.
Experience designing workflow automation and business rules.
Ability to manage complex, multi-stakeholder environments.
Technical Awareness (Non-Developer) -
Understanding of:
APIs and integrations
CRM configuration concepts
system architecture principles
Ability to work effectively with technical teams.
ATTRIBUTES:
Comfortable challenging business stakeholders constructively.
Strong problem-solving and structured thinking ability.
Ability to operate in ambiguity and evolving environments.
Strong communication skills (operational to executive level).