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CRM & Business Process Lead

CRM & Business Process Lead

Bharatnxt

1 - 4 years

3 - 6 Lacs

mumbai

Posted:2 hours ago| Platform:

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Skills Required

outbound change management automation sales operations business analysis mis analytical sales process troubleshooting analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

We are looking for a CRM & Business Process Lead to take full ownership of our LeadSquared CRM implementation across FOS (Feet- on- Street) mobile application and Outbound calling use cases . This is a centralized role responsible for driving CRM adoption, governance, automation, and continuous improvement. You will be the go- to person for all CRM- related requirements from strategy to execution, also ensuring seamless integration, accurate reporting, and process excellence across sales and operations.

Key Responsibilities

1. CRM Administration & Governance

Own end- to- end administration of LeadSquared CRM for FOS and Outbound calling use cases.
Define and enforce SOPs for lead creation, task management, activities, and opportunity handling.
Maintain user management : roles, permissions, onboarding of new users, and timely deactivation.
Ensure data hygiene, compliance, and security within CRM.

2. Process & Change Management

Translate business requirements into workflows, automations, and custom fields in LSQ.
Drive route/beat planning for FOS teams.
Manage change requests: adding new products, updating workflows, optimizing lead journeys.
Document processes and create training material (SOPs, videos, FAQs) for adoption.

3. Automation & Integration

Manage and monitor APIs for real- time data sync between systems.
Partner with tech teams to design, test, and optimize integrations.
Automate repetitive processes to improve productivity and reduce manual dependency.

4. Reporting & Analytics

Build and maintain MIS dashboards and reports to track lead pipeline, sales performance, and activity KPIs.
Deliver insights on FOS efficiency, conversion funnels, and outbound campaign ROI.
Support management with custom reports for decision- making.

5. Training & Enablement

Conduct regular training sessions for new and existing users on CRM features and best practices.
Develop self- help resources (videos, playbooks, quick guides).
Act as the first point of contact for troubleshooting and escalating issues with LSQ support when needed.

6. Strategic Role

Drive CRM adoption and process standardization across regions and business units.
Continuously evaluate and recommend enhancements, automation, and new features to keep CRM future- ready.
Collaborate with sales, operations, and tech leaders to ensure CRM strategy aligns with business goals.

Requirements

Must Have

1- 4 years of experience in CRM administration, business analysis, or sales process automation .
Proven expertise in LeadSquared CRM (App & Web).
Strong understanding of CRM workflows, automation, and user management .
Hands- on experience in API- based integrations and data sync.
Strong analytical mindset; ability to design reports/dashboards and derive actionable insights.
Excellent communication and stakeholder management skills.

Good to Have

Exposure to marketing and sales automation tools (MoEngage, WebEngage, CleverTap, etc. ).
Experience in route/beat planning for sales teams.
Knowledge of BI tools (Looker Studio, Power BI, Tableau).
CRM certifications (LeadSquared, Zoho, Salesforce, HubSpot).

Why Join Us

Opportunity to own centralized CRM strategy in a high- growth fintech environment.
End- to- end visibility into sales processes, automation, and outbound operations.
Direct impact on sales productivity, process efficiency, and business growth .
Collaborative, dynamic, and growth- focused work culture.

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CRM & Business Process Lead