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CRM Platform Lead, Zoho at ooba Home Loans | JobVerse
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CRM Platform Lead, Zoho
ooba Home Loans
Website
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CRM Platform Lead, Zoho
Cape Town, Western Cape, South Africa
Full Time
6 hours ago
No H1B
Apply Now
Key skills
Analytics
BI
CRM
Communication
Sales
About this role
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
Apply Now
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