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
Define and oversee workflow automation, routing logic, and business rules
Define CRM integration requirements with internal systems and partner platforms
Act as the primary interface between operations, product, and technology teams
Drive adoption across all CRM user groups through structured enablement
Monitor usage, data quality, and adherence to defined processes

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.

CRM Platform Lead – Zoho

Key skills