Lead and mentor a high-performing team of CRM Operations, Outbound Strategy, and Channel Enablement specialists, fostering a collaborative culture that treats CRM as a revenue engine
Develop and execute a comprehensive lifecycle management strategy within Zoho, establishing clear KPIs ie: RPC, lead exhaust and conversion rates
Establish and drive the strategic shift from a campaign lead channel team to a full CRM lead channel team who nurtures their own base, drives lead growth and develops their own unique channel strategy.
Drive the integration of Zoho and 3rd party tools ie: CCAI, Telnyx, Business Connect to create a Unified Assist Engine, ensuring retail stores are synchronized with D2C, CSS, and other channel motions to eliminate channel collision
Champion data hygiene and lead scoring accuracy through Sales Integration Tracking (SIT) logic, prioritizing representatives toward high-intent warm leads and P1 exhaust opportunities
Partner with Channel Experience and OCTO (formerly DBM), Enablement, Sales and Training teams to deliver best-in-class outbound scripts, AI-enabled coaching (CCAI), improved CRM functionality and Virtual Sales Presence designations that unlock exclusive offers and drive conversion

3+ years of experience building, mentoring, and growing high-performing teams—this isn't your first management role
Deep, hands-on understanding of the CRM ecosystem (Zoho, Salesforce, or equivalent) and proven ability to drive sales through automated workflows and lifecycle blueprints
Demonstrated ability to build strong relationships and influence stakeholders across large, complex organizations (D2C, DBM, Retail, and other cross-functional teams)
Highly analytical mindset with comfort digging into performance data (CVR, exhaust rates, SIT levels) to measure ROI and pivot strategies effectively
Strong sense of ownership and proven ability to thrive in target-driven environments, proactively pushing forward complex, multi-stakeholder initiatives
Solid understanding of outbound dialing mechanics, lead-to-sale conversion cycles, and retail sales psychology
Nice to Haves: Experience in telecommunications or a multi-location retail business. Direct experience with Zoho CRM, AI-enabled call listening platforms. Advanced Dashboard & BI tool experience (Tableau, Domo, or Google Looker). Experience in Managed Success or CRM and Outbound sales models.

Comprehensive total rewards package highlighting competitive salary and bonus structures
Minimum 3 weeks of vacation
Flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …

Manager, Customer Lifecycle Management

Key skills