Northampton, United Kingdom | Posted on 13/11/2025
The Head of CRM will play a pivotal role in shaping and executing Portman’s CRM strategy, ensuring that our 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 will be responsible for overseeing all aspects of CRM development, enhancement, and maintenance from designing system architecture and managing integrations, to leading a skilled internal development and support team.
A key part of the role will involve working closely with stakeholders across all areas of the business, including sales, marketing, operations, finance, and compliance, to understand requirements, identify opportunities for improvement, and deliver scalable, data-driven solutions. You will 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 position that also requires a strategic mindset, balancing the day-to-day development and optimisation of the Zoho CRM ecosystem with long-term planning, governance, and continuous improvement initiatives. The successful candidate will ensure that the CRM remains a reliable, secure, and innovative foundation supporting Portman’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, prioritisation, 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, etc.).
* Collaborate closely 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 for ongoing projects.
* 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.
Requirements
* Minimum 5 years’ hands‑on experience with Zoho CRM (advanced configuration, customisation, and automation).
* Strong understanding of the wider Zoho ecosystem (e.g. 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 teams or technical 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, able to bridge technical and non‑technical discussions.
* Familiarity with agile project methodologies and CRM best practices.
* Experience working in financial services, lending, or professional services is advantageous but not essential.
Personal Attributes
* Excellent written and oral communication skills.
* Ability to remain calm under pressure and meet deadlines.
* Strong organisational skills with a high attention to detail.
* Ability to prioritise and handle multiple tasks at any given time in a fast‑paced environment.
* Pro‑active and enthusiastic with a can‑do attitude.
* Good commercial acumen.
* Ability to work on own initiative as well as be a team player.
* Annual bonus typically between 5% – 15%.
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