CRM Analyst

Key Responsibilities:

1. Project Leadership & Delivery

• Lead end-to-end implementation and configuration of the new CRM platform (including leads, Deals, contacts, campaigns, Analytics, ticketing, and marketing automation modules etc.,)
• Customize workflows, automation rules, blueprints, and approval processes
• Develop and own the project plan, timelines, risk register, and delivery milestones
• Ensure project alignment with business goals and departmental needs
• Develop and maintain dashboards, reports, and analytics for business insights

2. Cross-Functional Coordination

• Work closely with SPOCs from Marketing, Sales, Operations, Strategy, Call Centre, Home Collection and Billing to gather requirements and translate into technical specs, validate workflows, and prioritize features
• Coordinate with internal technical teams and external vendor for development, UAT, deployment, and post-go-live support

3. Systems Integration

• Oversee API-level integration between CRM and internal applications (ERP, billing software, appointment booking platform, telephony, other digital assets like website)
• Ensure data integrity and seamless flow across systems

4. Vendor & Stakeholder Management

• Serve as primary liaison with CRM vendor for solution configuration, custom development, and SLAs
• Collaborate with cross-functional teams to ensure CRM aligns with business goals
• Facilitate decision-making with the internal project governing body

5. Change Management & Training

• Support documentation, training rollouts, and user onboarding
• Drive adoption by enabling stakeholder readiness and feedback loops
• Provide user training, documentation, and ongoing support

Skills:

• Strong understanding of CRM platforms (Salesforce, Zoho, MS CRM, Freshworks, etc.)
• Strong understanding of

  CRM processes

  (sales, marketing, support)
• Familiarity with REST APIs, data mapping, and middleware tools
• Familiarity with

  Zoho ecosystem

  (Zoho Creator, Zoho Analytics, Zoho Flow)
• Proficiency in

  data analysis, SQL, and system integration

• Proficient in project management methodologies (Agile/Scrum/Waterfall)
• Excellent communication, problem-solving, stakeholder management and documentation skills