About the position
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:
