CRM Platform Lead, Zoho

Role Overview

• Own the Zoho CRM platform as a business-critical system across multiple business units
• Define and maintain a clear CRM roadmap aligned to business priorities
• Ensure consistent platform design across different use cases and teams
• Act as the primary decision point for CRM structure, usage, and evolution
• Design and optimise end-to-end customer journeys across the sales and servicing lifecycle
• Define stages, statuses, SLAs, and handoffs aligned to operational reality
• Ensure processes are practical, scalable, and measurable
• Continuously refine processes based on performance and feedback
• Own the CRM data model, including leads, accounts, opportunities, and service interactions
• Ensure data integrity, consistency, and minimal duplication
• Align CRM data structures with reporting and analytics requirements
• Work with data and BI teams to support accurate and actionable reporting
• Define and oversee workflow automation, routing logic, and business rules
• Ensure automation supports — rather than replaces — effective decision-making
• Improve operational efficiency through targeted, practical automation
• Balance flexibility with control in process execution
• Define CRM integration requirements with internal systems and partner platforms
• Work with engineering teams to ensure reliable system interactions
• Ensure CRM operates effectively within the broader ecosystem (e.g. OPS, portals, partner channels)
• Guide decisions on system-of-record versus system-of-engagement roles
• Act as the primary interface between operations, product, and technology teams
• Facilitate structured decision-making across business units
• Translate business requirements into clear, implementable CRM capabilities
• Ensure alignment between platform design and operational needs
• Drive adoption across all CRM user groups through structured enablement
• Define training, onboarding, and usage standards
• Monitor usage, data quality, and adherence to defined processes
• Establish and maintain governance around CRM usage and changes

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Marketing, or Business Administration.
• Advanced CRM certifications (e.g., Zoho Certified Advanced Administrator, Microsoft Certified Dynamics 365 Functional Consultant) are highly desirable.
• Strong structured thinking and process orientation
• Ownership mindset with a focus on business outcomes
• Ability to influence across business and technology teams
• Comfortable making decisions in complex, multi-stakeholder environments
• Clear and effective communication at both operational and executive levels
• Pragmatic approach to balancing ideal design with real-world constraints