CRM Platform Lead (CPT Hybrid) Western Cape

Datafin Recruitment is actively recruiting for a CRM Platform Lead (CPT Hybrid) position in Western Cape. This is an excellent opportunity for professionals in the Data / Business / Analysis / Ai sector looking to advance their careers.

• Experience Level: 5 - 10 years • Educational Background: Others or equivalent • Industry Focus: Data / Business / Analysis / Ai • Location Preference: in Western Cape

The CRM Platform Lead (CPT Hybrid) position is an important role within the Data / Business / Analysis / Ai sector, offering meaningful career development and professional growth opportunities.

With 5-10 years in Data / Business / Analysis / Ai, you're positioned for senior roles. This opportunity allows you to mentor others and drive strategic initiatives.

When applying for this CRM Platform Lead (CPT Hybrid) position, ensure your CV highlights: • Relevant experience matching the 5 - 10 years requirement • Educational qualifications in line with Others • Specific achievements in the Data / Business / Analysis / Ai field • Any certifications or specialized training

The Data / Business / Analysis / Ai sector in South Africa continues to show strong demand for skilled professionals. This position represents a valuable opportunity in the current job market.

---

OWN the design, evolution, and adoption of the CRM platform as a strategic business capability of an innovative Financial Services Platform looking to fill the role of a CRM Platform Lead. This is not a technical configuration role — but a business-facing platform leadership role that ensures: End-to-end customer journeys are effectively designed and implemented; CRM supports operational efficiency and scalability; Data is structured for reporting and decision-making & Adoption across teams is achieved and sustained. The ideal candidate will need 5–10+ years’ experience in CRM, sales operations, or customer platform roles including proven experience in at least one major CRM platform (e.g. Salesforce, Dynamics, HubSpot, Zoho).

CRM Platform Ownership –

Own the Zoho CRM platform as a business-critical system. Define and maintain the CRM product roadmap aligned to business strategy. Ensure consistency across multiple business units and use cases. Act as the primary decision-maker for CRM design and evolution.

Customer Journey & Process Design –

Design and optimise end-to-end customer journeys, including:

Lead management Pre-qualification (QBC) Home Loan processing Post-sale engagement Define: Stages, statuses, SLAs, and handoffs. Ensure processes are practical, scalable, and measurable.

Data & CRM Architecture –

Own CRM data model design, including Leads, Accounts, Opportunities, Service Requests.

Data integrity Minimal duplication Alignment with reporting needs Work with Data and BI teams to enable accurate and meaningful reporting.

Automation & Workflow Design –

Workflow automation Routing logic Business rules and triggers

Automation Human decision-making

Integration Coordination –

Define integration requirements Validate system interactions Ensure CRM functions effectively within the broader ecosystem (OPS, OP, portals, etc.) Understand and guide: System-of-record vs system-of-engagement decisions.

Stakeholder Engagement –

Operations (Contact Centre, Sales teams). Product teams Technology teams Facilitate decision-making across business units. Translate business needs into structured CRM capabilities.

Change Management & Adoption –

Drive CRM adoption across all user groups.

Training approach User onboarding Behavioural standards

Usage Data quality Adherence to process

Vendor & Delivery Oversight –

Manage CRM implementation partners (e.g. Zoho partners). Ensure delivery aligns with organization standards and expectations. Review and challenge solution designs and configurations.

5–10+ Years experience in CRM, sales operations, or customer platform roles. Proven experience in at least one major CRM platform (e.g. Salesforce, Dynamics, HubSpot, Zoho). Experience designing and implementing end-to-end customer journeys. Experience working in: Financial services, lending, or contact centre environments (preferred). Experience working across business and technology teams. Strong process design and optimisation skills. Solid understanding of data modelling and reporting requirements. Experience designing workflow automation and business rules. Ability to manage complex, multi-stakeholder environments.

Technical Awareness (Non-Developer) –

APIs and integrations CRM configuration concepts system architecture principles Ability to work effectively with technical teams.

Comfortable challenging business stakeholders constructively. Strong problem-solving and structured thinking ability. Ability to operate in ambiguity and evolving environments. Strong communication skills (operational to executive level).