ooba Home Loans

CRM Platform Lead – Zoho

ooba Home Loans

full-time

Posted on:

Location Type: Hybrid

Location: Cape Town • South Africa

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Job Level

Senior

About the role

  • Own the Zoho CRM platform as a business-critical system across multiple business units
  • Define and maintain a clear CRM roadmap aligned to business priorities
  • Ensure consistent platform design across different use cases and teams
  • Act as the primary decision point for CRM structure, usage, and evolution
  • Design and optimise end-to-end customer journeys across the sales and servicing lifecycle
  • Define stages, statuses, SLAs, and handoffs aligned to operational reality
  • Ensure processes are practical, scalable, and measurable
  • Continuously refine processes based on performance and feedback
  • Own the CRM data model, including leads, accounts, opportunities, and service interactions
  • Ensure data integrity, consistency, and minimal duplication
  • Align CRM data structures with reporting and analytics requirements
  • Work with data and BI teams to support accurate and actionable reporting
  • Define and oversee workflow automation, routing logic, and business rules
  • Ensure automation supports — rather than replaces — effective decision-making
  • Improve operational efficiency through targeted, practical automation
  • Balance flexibility with control in process execution
  • Define CRM integration requirements with internal systems and partner platforms
  • Work with engineering teams to ensure reliable system interactions
  • Ensure CRM operates effectively within the broader ecosystem (e.g. OPS, portals, partner channels)
  • Guide decisions on system-of-record versus system-of-engagement roles
  • Act as the primary interface between operations, product, and technology teams
  • Facilitate structured decision-making across business units
  • Translate business requirements into clear, implementable CRM capabilities
  • Ensure alignment between platform design and operational needs
  • Drive adoption across all CRM user groups through structured enablement
  • Define training, onboarding, and usage standards
  • Monitor usage, data quality, and adherence to defined processes
  • Establish and maintain governance around CRM usage and changes

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, Marketing, or Business Administration.
  • Advanced CRM certifications (e.g., Zoho Certified Advanced Administrator, Microsoft Certified Dynamics 365 Functional Consultant) are highly desirable.
  • Strong structured thinking and process orientation
  • Ownership mindset with a focus on business outcomes
  • Ability to influence across business and technology teams
  • Comfortable making decisions in complex, multi-stakeholder environments
  • Clear and effective communication at both operational and executive levels
  • Pragmatic approach to balancing ideal design with real-world constraints
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM managementdata modelingworkflow automationprocess optimizationreporting and analyticscustomer journey designdata integrity managementsystem integrationperformance measurementbusiness rules definition
Soft Skills
structured thinkingprocess orientationownership mindsetinfluencedecision-makingcommunicationpragmatic approachcollaborationadaptabilitygovernance
Certifications
Zoho Certified Advanced AdministratorMicrosoft Certified Dynamics 365 Functional Consultant