CRM Manager -Zoho

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.