Head of CRM

Job Description

Head of CRM (Development)

Northampton - x3 times a week

70000 - 80000 base

Plus uncapped annual bonus 15%

Overview

The Head of CRM will play a pivotal role in shaping and executing the companys CRM strategy ensuring that the Zoho CRM platform and connected systems deliver maximum value to the business.

This role sits at the intersection of technology process and commercial value combining deep technical expertise with strong leadership and stakeholder engagement. Youll oversee all aspects of CRM development enhancement and maintenancefrom designing system architecture and managing integrations to leading an internal development and support team.

A key part of the role involves close collaboration with stakeholders across all areas of the business (sales marketing operations finance and compliance) to understand requirements identify opportunities for improvement and deliver scalable data-driven solutions. Youll act as the bridge between technical teams and business users translating strategic goals into practical CRM functionality and workflows that improve efficiency visibility and decision-making.

This is a hands-on role that also requires a strategic mindset balancing day-to-day development and optimisation of the Zoho CRM ecosystem with long-term planning governance and continuous improvement. The successful candidate will ensure that the CRM remains a reliable secure and innovative foundation supporting the companys growth and customer engagement objectives.

Responsibilities

• Own and evolve the CRM strategy ensuring alignment with business objectives and user needs
• Lead the design development and implementation of CRM solutions within the Zoho ecosystem (Zoho CRM Zoho Creator Zoho Analytics Zoho Flow Zoho Desk Zoho Campaigns etc.)
• Manage and mentor the CRM development and support team providing technical direction and performance oversight
• Drive continuous improvement initiatives to optimise workflows automation data accuracy and system usability
• Oversee CRM integrations with internal and external platforms (e.g. finance systems marketing tools customer portals)
• Collaborate with stakeholders across Sales Marketing and Operations to translate business requirements into technical solutions
• Establish and maintain CRM governance documentation and best practices
• Manage the CRM roadmap budgets and resource allocation
• Act as the technical authority on all Zoho CRM development customisation and API integration activities
• Ensure system reliability data integrity and compliance with relevant security and data protection standards

Skills and Experience Required

• Minimum 5 years hands-on experience with Zoho CRM (advanced configuration customisation and automation)
• Strong understanding of the wider Zoho ecosystem (Zoho Creator Zoho Analytics Zoho Flow Zoho Desk Zoho Campaigns)
• Proven track record in CRM development administration and project delivery
• Experience leading or managing CRM development or support teams
• Proficiency in Deluge scripting API integrations and custom app development within Zoho
• Strong analytical and problem-solving skills with attention to detail and data integrity
• Excellent communication and stakeholder management skills
• Familiarity with agile project methodologies and CRM best practices
• Experience in financial services lending or professional services is advantageous but not essential

Personal Attributes

• Excellent written and verbal communication skills
• Calm under pressure and able to meet deadlines
• Strong organisational skills with high attention to detail
• Able to prioritise and handle multiple tasks in a fast-paced environment
• Proactive and enthusiastic with a can-do attitude
• Good commercial awareness
• Works well independently and as part of a team