CRM Platform Lead – Hybrid (Cape Town)

About the role

We are looking for a CRM Platform Lead to own and evolve our Zoho CRM system within an innovative financial services platform. This senior, business‑facing role will shape end‑to‑end customer journeys, ensure data quality, and drive adoption across multiple teams.

Key responsibilities

• Define and maintain the CRM product roadmap aligned with business strategy.
• Design and optimise customer journeys for lead management, home‑loan processing, and post‑sale engagement.
• Own the CRM data model, ensuring integrity, minimal duplication, and alignment with reporting needs.
• Develop workflow automation, routing logic, and business rules while balancing human decision‑making.
• Collaborate with engineering and integration teams to define requirements and validate system interactions.
• Act as the primary liaison between operations, product, and technology teams, translating business needs into CRM capabilities.
• Lead change management, training, and user onboarding to achieve sustained adoption and high data quality.

Required profile

• 5–10+ years of experience in CRM, sales operations, or customer platform roles.
• Proven track record of leading CRM strategy and design for complex organisations.
• Strong analytical mindset with the ability to translate business processes into scalable solutions.

Required skills

• Zoho CRM
• Salesforce
• Microsoft Dynamics
• HubSpot