CRM Platform Lead (CPT Hybrid)

SUMMARY:
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POSITION INFO:
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).