Permanent CRM Platform Lead (CPT Hybrid) | Datafin
Job Description
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Datafin Vacancies – CRM Platform Lead (CPT Hybrid)
Job Type: Permanant
Company: Datafin
Job Location: Cape Town
Datafin is seeking a strategic thinker to join our team as a CRM Platform Lead (CPT Hybrid) based in Cape Town. In this pivotal role, you will own the design, evolution, and adoption of our CRM platform, ensuring it functions as a core strategic capability for our innovative financial services platform. This is a business-facing leadership position, not a technical configuration role, focused on designing seamless customer journeys, ensuring operational scalability, and driving widespread team adoption.
CRM Platform Lead (CPT Hybrid) Responsibilities
CRM Platform Ownership
- Take full ownership of the Zoho CRM platform, treating it as a business-critical asset.
- Define and maintain a CRM product roadmap that aligns directly with our organizational strategy.
- Ensure consistency in platform usage across multiple business units and varying use cases.
- Serve as the primary decision-maker regarding the design and long-term evolution of the CRM.
Customer Journey & Process Design
- Design and optimize end-to-end customer journeys covering lead management, pre-qualification (QBC), home loan processing, and post-sale engagement.
- Clearly define stages, statuses, SLAs, and handoffs to ensure processes are practical, measurable, and highly scalable.
Data & CRM Architecture
- Oversee the CRM data model design, including Leads, Accounts, Opportunities, and Service Requests.
- Maintain high standards for data integrity and minimize duplication.
- Collaborate with Data and BI teams to ensure the CRM structure supports accurate, actionable reporting.
Automation & Workflow Design
- Define and manage workflow automation, routing logic, business rules, and triggers.
- Strike the perfect balance between automated efficiency and necessary human decision-making.
Integration Coordination
- Partner with internal Engineering and Integration teams to define requirements, validate system interactions, and ensure the CRM functions seamlessly within the broader ecosystem of portals and operational tools.
- Guide architectural decisions regarding systems-of-record versus systems-of-engagement.
Stakeholder Engagement
- Act as the primary interface between Operations (Sales and Contact Centre), Product, and Technology teams.
- Facilitate decision-making across business units and translate complex business needs into structured CRM capabilities.
Change Management & Adoption
- Drive internal CRM adoption by defining training approaches, user onboarding, and behavioral standards.
- Monitor performance metrics to ensure continuous improvement in usage, data quality, and process adherence.
Vendor & Delivery Oversight
- Manage relationships with external CRM implementation partners.
- Ensure that all delivery outputs align with internal organizational standards.
- Review and provide constructive challenges to external solution designs and configurations.
Qualifications and Requirements
- 5–10+ years of experience in CRM, sales operations, or customer platform roles.
- Proven hands-on experience with at least one major CRM platform (e.g., Zoho, Salesforce, Dynamics, or HubSpot).
- Demonstrated success in designing and implementing end-to-end customer journeys.
- Experience within financial services, lending, or contact center environments is highly preferred.
- A solid understanding of data modeling, reporting requirements, and workflow automation.
- Technical awareness (non-developer) regarding APIs, integration, and system architecture principles.
- Ability to manage complex, multi-stakeholder environments with professional communication skills that bridge the gap between operational and executive levels.
- A proactive, problem-solving mindset with the ability to navigate ambiguity and challenge business stakeholders constructively.
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