CRM Platform Lead (CPT Hybrid)

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:

Ø Lead management

Ø Pre-qualification (QBC)

Ø Home Loan processing

Ø 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:

Ø Data integrity

Ø Minimal duplication

Ø Alignment with reporting needs

· Work with Data and BI teams to enable accurate and meaningful reporting.

Automation & Workflow Design -

· Define and oversee:

Ø Workflow automation

Ø Routing logic

Ø Business rules and triggers

· Ensure the right balance between:

Ø Automation

Ø Human decision-making

Integration Coordination -

· Work with internal Engineering and Integration teams to:

Ø Define integration requirements

Ø Validate system interactions

Ø 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:

Ø Operations (Contact Centre, Sales teams).

Ø Product teams

Ø 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:

Ø Training approach

Ø User onboarding

Ø Behavioural standards

· Monitor and improve:

Ø Usage

Ø Data quality

Ø 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:

Ø APIs and integrations

Ø CRM configuration concepts

Ø 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).