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CRM Manager

CRM Manager

GEDU Services

8 years

0 Lacs

noida uttar pradesh india

Posted:15 hours ago| Platform:

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Skills Required

crm automation analytics optimization data governance reporting integrity design automate management pipeline customization erp marketing api reports service support forecasting analysis collaboration leadership training drive documentation compliance scripting webhooks excel sql communication saas integration chat migration agile jira confluence engineering

Work Mode

On-site

Job Type

Full Time

Job Description

Position Overview

We are seeking a highly skilled and experienced CRM Manager (Zoho CRM) to lead, manage, and optimize our CRM ecosystem. The ideal candidate must have hands-on expertise in Zoho CRM Plus and the Zoho One suite, strong knowledge of Zoho Creator, CRM workflows, automation, analytics, and cross-functional stakeholder management.This role will be responsible for end-to-end CRM administration, process optimization, implementation of new features, data governance, reporting, and user adoption across multiple business units.

Duties And Responsibilities

CRM Ownership & Administration

Manage and administer the complete Zoho CRM ecosystem - modules, layouts, roles, profiles, and permissions.
Oversee Zoho CRM Plus and related apps (Creator, Campaigns, Desk, Projects, SalesIQ, Analytics).
Ensure CRM system availability, integrity, and scalability.

Process Design & Optimization

Map business processes and automate workflows, approvals, assignments, and blueprints.
Improve lead management, sales pipeline, ticketing processes, and lifecycle automation across functions.
Identify bottlenecks and implement best practices to enhance data quality and efficiency.

Automation & Customization

Create and manage automations using workflows, Deluge scripts, custom functions, client scripts, and schedulers.
Integrate Zoho apps with external tools (e.g., ERP, marketing platforms, dialers, WhatsApp, BI tools).
Oversee custom modules, API integrations, and advanced CRM configurations.

Reporting & Analytics

Create dashboards, performance reports, and KPIs using Zoho Analytics for sales, service, operations, and management teams.
Ensure data accuracy for decision-making and support forecasting, productivity analysis, and performance tracking.

Collaboration & Stakeholder Management

Gather requirements from sales, operations, marketing, service, and leadership teams and translate them into CRM solutions.
Work closely with cross-functional teams to ensure CRM adoption, training, and alignment with business objectives.
Manage change requests, enhancements, and release cycles.

Support, Training & Governance

Provide CRM support to users, troubleshoot issues, and coordinate with Zoho Support as needed.
Conduct periodic training for new and existing users to drive high CRM adoption.
Maintain CRM documentation, SOPs, and compliance with data protection standards.

Required Skills And Qualifications

4–8 years of experience in CRM administration and Management, with at least 3 years specific to Zoho CRM and Zoho One application.
Strong hands-on knowledge of Zoho CRM customization (modules, workflows, validation rules, blueprints, automations).
Expertise in Deluge scripting, API integrations, webhooks, client scripts, and Zoho Flow.
Experience with Zoho Analytics, data modeling, and creating dashboards and KPIs.
Strong understanding of sales processes, marketing automation, service processes, and CRM best practices.
Proficiency in Excel/SQL for data handling and reporting.
Excellent communication, stakeholder management, and project management skills.

Nice To Have Skills And Qualifications

Prior experience in Ed-Tech / SaaS environments.
Knowledge of omni-channel integration (dialer, WhatsApp, chat, SMS, lead sources).
Experience with Zoho Creator apps or custom app development.
Experience in migration from legacy CRMs to Zoho CRM.
Understanding of GDPR, data privacy, and compliance in CRM systems.
Exposure to agile workflows, JIRA/Confluence, and release management

Experience: 4–8 years of relevant CRM experience with strong expertise in Zoho CRM and Zoho One Suite.
Educational Qualification(s): Bachelor’s degree in Engineering, Computer Science, IT, or a related field. MBA (Marketing/Operations/Systems) is a plus.

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CRM Manager