CRM Solutions Lead

Our client, an established financial services business, is implementing Zoho CRM as a core platform across several business areas.

They are looking for a CRM Solutions Lead who can bridge business needs and technology, helping to shape customer journeys, improve operational processes and ensure that the CRM platform is effectively implemented and adopted.

This is not a purely technical configuration role. It requires someone with strong CRM and platform knowledge who can work confidently across business, operations, technology and external implementation partners.

Key Responsibilities

• Take ownership of the design, development and ongoing improvement of the CRM platform across multiple business units.
• Work with business stakeholders to understand operational requirements, customer journeys, pain points and improvement opportunities.
• Translate business needs into clear CRM requirements, workflows, data structures and implementation priorities.
• Design and improve end-to-end customer journeys across sales, onboarding, servicing and partner channels.
• Define CRM stages, statuses, handovers, service levels, routing rules and escalation processes.
• Develop and maintain a CRM roadmap aligned with business priorities and platform capability.
• Coordinate CRM enhancements from requirement gathering through to solution design, testing, implementation and rollout.
• Work with technical teams and implementation partners on workflow automation, integrations, configuration and platform improvements.
• Guide decisions relating to CRM data structures, data quality, duplication, reporting and system ownership.
• Partner with data and business intelligence teams to support accurate and meaningful reporting.
• Manage stakeholders across operations, sales, product, technology and other business areas.
• Facilitate decision-making where business units have different or competing requirements.
• Drive CRM adoption through structured onboarding, training, communication and user support.
• Monitor system usage, process adherence, data quality and opportunities for continuous improvement.
• Establish appropriate governance around CRM changes, platform standards, access and usage.
• Ensure that CRM solutions remain practical, scalable and aligned with customer and business outcomes.

Requirements

Minimum Requirements

• A relevant tertiary qualification in Information Systems, Business Analysis, Computer Science, Business Administration or a related field. Equivalent practical experience may also be considered.
• At least five years’ relevant experience working with CRM, customer engagement or business application platforms.
• Practical experience in CRM implementation, optimisation, platform support or digital transformation.
• Experience translating business requirements and operational processes into system solutions.
• A sound understanding of CRM workflows, automation, data structures, reporting and system integrations.
• Strong business analysis, stakeholder engagement and project delivery capability.
• Experience working across both business and technical teams.
• Ability to coordinate requirements, testing, implementation and user adoption.
• Strong communication, facilitation and problem-solving skills.
• Based in Cape Town or willing to work in a hybrid Cape Town environment.

Experience with Zoho CRM will be highly advantageous. Candidates with strong experience in Salesforce, HubSpot, Microsoft Dynamics 365 or similar CRM platforms will also be considered.

What You Bring

• Strong experience working with CRM or business platforms.
• Experience in CRM implementation, optimisation or digital transformation.
• A good understanding of workflows, automation, integrations, data and reporting.
• Strong business analysis, stakeholder engagement and project delivery capability.
• The ability to translate business needs into clear system requirements.
• Experience working across both business and technical teams.

Benefits

My Client offers a hybrid working environment, ongoing learning and professional development opportunities, and access to a comprehensive employee wellness programme for employees and their immediate dependants. The business is guided by the values of partnership, knowledge, challenge and fun, with a strong focus on empowering its people to grow and succeed.

B Degee