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.