CRM Platform Lead

About the role

CRM systems are easy to install but hard to get right. As the CRM Platform Lead you will own Zoho CRM as a true business platform, shaping customer journeys, data structure, automation and adoption across the organisation.

Key responsibilities

• Define and execute the CRM roadmap, deciding on structure, usage and evolution.
• Map and improve customer journeys for sales and service, establishing clear stages, SLAs and hand‑offs.
• Maintain a clean data model – leads, accounts, opportunities and service interactions – free of duplicates.
• Design automation and workflow logic that accelerates processes while preserving good judgement.
• Specify how the CRM integrates with other systems within the wider tech stack.
• Act as the liaison between business units and technology teams to keep decisions moving.
• Drive user adoption through training, onboarding and strict data‑quality standards.

Required profile

• A degree in Computer Science, Information Systems, Marketing, Business Administration or a related field.
• Proven experience owning an enterprise CRM platform (Zoho preferred but not mandatory).
• Track record of designing business processes and customer journeys that are actually used.
• Solid project‑management experience handling multiple concurrent projects.
• Experience collaborating with diverse stakeholder groups or business units.
• Understanding of CRM data, reporting, workflows and integrations.
• Change‑management and adoption expertise beyond pure system knowledge.
• Ability to communicate fluently in both business and technical terms.

Required skills

• Zoho CRM
• Salesforce
• Microsoft Dynamics
• HubSpot
• CRM data management
• Reporting
• Workflow design
• System integrations
• Automation