CRM Technology Lead

ooba is South Africa’s leading home finance facilitator, helping customers secure home loans and related financial services through a multi-product ecosystem. Our technology and operations platforms support sales, partner, and customer journeys across multiple business units. We are focused on improving consistency, visibility, and efficiency through better use of core platforms such as CRM. This role exists to establish and mature CRM as a core business platform that supports end-to-end customer engagement, sales execution, and operational efficiency across ooba. The CRM Platform Lead is accountable for how the platform is designed, used, and evolved — ensuring it delivers measurable business value. This is a business-facing role that bridges operations, product, and technology, with a strong focus on process design, data structure, and sustained adoption. CRM Platform Ownership 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 Customer Journey & Process Design 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 Data Structure & Reporting Enablement 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 Automation & Workflow Design 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 Integration & Ecosystem Alignment 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 Stakeholder Engagement & Delivery Alignment 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 Adoption, Governance & Continuous Improvement 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 Education : Bachelor’s degree in Computer Science, Information Systems, Marketing, or Business Administration. Certifications : Advanced CRM certifications (e.g., Zoho Certified Advanced Administrator, Microsoft Certified Dynamics 365 Functional Consultant) are highly desirable. Key Attributes 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