CRM Platform Lead (CPT Hybrid)

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).

Desired Skills

• CRM
• Platform
• Lead