Job Description Head of CRM (Development) Northampton - x3 times a week £70,000 - £80,000 base Plus uncapped annual bonus 15% Overview The Head of CRM will play a pivotal role in shaping and executing the company’s 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. You’ll oversee all aspects of CRM development, enhancement, and maintenance—from 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. You’ll 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 company’s 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