CRM Manager

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.