Website:
arkabroad.xyz
Job details:
CRM Implementation & Operations Specialist — Zoho CRM
Function: Operations / RevOps / CRM
Location: India
Experience: 2–5+ years
Platform: Zoho CRM / Zoho One
About Ark Abroad
We are currently implementing Zoho across our sales, marketing and customer operations. We are working with an external Zoho implementation agency, but we need a strong internal CRM owner who understands our business, translates requirements into systems, challenges poor implementation decisions, and makes sure the CRM actually works for the team.
This is not a data-entry or basic CRM administrator role.
You will effectively become the internal owner of Zoho CRM.
The Role
We are hiring a CRM Implementation & Operations Specialist to own the implementation, optimisation and ongoing management of our Zoho CRM ecosystem.
You will sit between:
- Our internal Sales team
- Marketing team
- Customer Success / Coaching team
- Finance / Operations
- Leadership
- Our external Zoho implementation agency
Your job is to understand what each team needs, convert those requirements into clear CRM workflows, coordinate implementation with the agency, test what has been built, identify gaps, and ensure Zoho becomes the single source of truth for the business.
You should be technically strong enough in Zoho that you are not dependent on the agency to tell you what is or isn't possible.
What You’ll Own1. Zoho CRM Implementation
Own the internal side of our Zoho implementation from end to end.
You will:
- Map our existing business processes into Zoho
- Define modules, fields, pipelines, stages and relationships
- Design lead, opportunity and customer lifecycle structures
- Configure workflows, automation and assignment rules
- Build validation rules and data-quality controls
- Configure roles, permissions and access
- Create custom fields, views, layouts and modules
- Build and test Blueprint processes where appropriate
- Identify where Zoho CRM, Zoho Analytics, Zoho Flow and other Zoho products should be used
- Document the final CRM architecture
You should be able to independently configure many of these systems yourself rather than sending every request to the implementation agency.
2. Agency Coordination
We already have an external agency supporting the implementation.
You will act as the internal technical and business owner of that relationship.
This includes:
- Creating clear implementation requirements
- Translating business problems into technical specifications
- Reviewing the agency's proposed solutions
- Challenging implementations that are unnecessarily complicated or poorly designed
- Tracking implementation tasks and deadlines
- Testing completed work before approving it
- Identifying bugs and missing functionality
- Ensuring the agency understands the actual business requirement—not simply the requested feature
The goal is that leadership should not need to personally manage the CRM agency.
3. Sales CRM
Build a CRM that gives the sales team complete visibility across the funnel.
This includes:
- Lead lifecycle tracking
- Lead source tracking
- Appointment setter activity
- Qualified meetings
- Meeting outcomes
- No-shows
- Follow-up pipelines
- Opportunities
- Closed won / closed lost
- Cash collected
- Payment plans
- Sales rep attribution
- Setter attribution
- Close rates
- Speed-to-lead
- Follow-up compliance
- Pipeline ageing
- Lead leakage
- Sales forecasting
The CRM should make it obvious where revenue is being created—and where it is being lost.
4. Marketing Attribution
Build reliable attribution so we can understand where customers actually come from.
We want visibility into:
- Original lead source
- Meta campaign / ad / ad set where possible
- Organic Instagram
- LinkedIn
- YouTube
- Referral
- Direct traffic
- Other acquisition channels
- UTM tracking
- First-touch attribution
- Lead-to-call conversion
- Call-to-sale conversion
- Revenue by source
- Cash collected by source
- CAC by channel
- Campaign-level revenue performance
You will work with our marketing team and technical partners to ensure attribution data reaches Zoho correctly.
5. Follow-Up & Automation
One of the CRM's most important jobs is preventing opportunities from disappearing because someone forgot to follow up.
You will build systems for:
- Automatic follow-up tasks
- Lead ownership
- Missed follow-up alerts
- No-show sequences
- Lost-lead reactivation
- Stale opportunity alerts
- Lead nurturing
- Task escalation
- Sales notifications
- Pipeline hygiene
- SLA tracking
The system should tell team members who needs action, what action is required, and when it needs to happen.
6. Reporting & Dashboards
Leadership should not need to manually export spreadsheets every week to understand what is happening.
You will create dashboards for:
Marketing
- Leads
- Qualified leads
- Cost per lead
- Cost per qualified lead
- Lead source
- Funnel conversion
- Revenue attribution
- CAC
Sales
- Meetings booked
- Meetings attended
- Show rate
- Close rate
- Pipeline value
- Cash collected
- Revenue by salesperson
- Setter performance
- Follow-up compliance
- Sales cycle length
- Forecast
Customer / Operations
- Customers onboarded
- Customer status
- Program stage
- Customer lifecycle
- Payments
- Outstanding payments
- Renewals / extensions where relevant
Management
- End-to-end funnel
- Marketing → Sales → Customer
- Revenue
- Cash collection
- Conversion rates
- Pipeline health
- Team performance
- Key bottlenecks
Where appropriate, you will use Zoho Analytics rather than forcing every reporting requirement directly into Zoho CRM.
7. Data Quality & CRM Governance
A CRM is only useful if people trust its data.
You will own:
- Duplicate management
- Mandatory field logic
- Naming conventions
- Data validation
- Stage definitions
- CRM hygiene
- User permissions
- Data imports
- Database clean-up
- Documentation
- SOPs
- Change management
You will regularly identify inconsistencies and fix the system rather than allowing bad data to compound.
8. Internal Team Requirements
Different departments will have different requirements.
You will proactively work with them to understand:
- What information they need
- What information they currently don't have
- What work is being done manually
- Where handoffs break
- What should be automated
- What should be reported
- What should—and should not—live inside the CRM
Your job is not to build every feature somebody requests.
Your job is to understand the underlying problem and design the simplest reliable solution.
What We’re Looking ForMust Have
- Strong hands-on experience with Zoho CRM
- Experience implementing or significantly restructuring a CRM
- Strong understanding of CRM architecture and data models
- Experience with Zoho workflows and automation
- Experience building dashboards and reports
- Experience with Zoho Analytics
- Understanding of sales pipelines and lead lifecycle management
- Understanding of marketing attribution and UTM parameters
- Strong analytical thinking
- Ability to translate business requirements into CRM specifications
- Ability to independently troubleshoot CRM problems
- Strong project management and communication skills
- Comfortable coordinating with external implementation agencies or developers
Strong Advantage
Experience with:
- Zoho One
- Zoho Flow
- Zoho Forms
- Zoho Books
- Zoho Campaigns
- Zoho Desk
- APIs / webhooks
- Make.com
- Zapier
- Meta Ads integrations
- Payment integrations
- SQL
- BI / analytics systems
- Revenue Operations
- Sales Operations
You do not need to be a full-time software developer, but you should understand integrations and data flows well enough to work effectively with developers.
What Success Looks Like
Within your first few months:
- Zoho becomes the trusted source of truth for the company
- Every lead can be traced through the complete lifecycle
- Marketing can identify which sources generate revenue—not just leads
- Sales managers can instantly see pipeline health
- Follow-ups don't disappear because someone forgot them
- Sales activity and outcomes are measurable
- Duplicate and incomplete data is controlled
- Leadership has reliable dashboards
- Teams stop maintaining unnecessary parallel spreadsheets
- The external Zoho agency receives clear requirements and is held accountable for delivery
- CRM improvements no longer require constant founder involvement
Key Performance Indicators
Your performance will primarily be evaluated on:
- CRM data completeness and accuracy
- Adoption by internal teams
- Reliability of marketing attribution
- Accuracy of sales reporting
- Follow-up compliance
- Reduction in manual reporting
- Reduction in duplicate / unusable CRM data
- Implementation milestones delivered
- Agency execution quality
- System uptime and reliability
- Speed of resolving CRM issues
- Quality of documentation and SOPs
Who This Role Is NOT For
This role is probably not suitable if:
- Your Zoho experience is limited to adding contacts and updating deals
- You primarily wait for someone else to tell you exactly what to configure
- You cannot independently design CRM workflows
- You rely entirely on developers or agencies for implementation
- You have never worked with reporting or attribution
- You prefer maintaining systems rather than improving them
- You build complicated solutions when a simpler system would work
We want someone who can look at a messy business process and say:
“I understand the problem. Here is how the CRM should solve it.”
Why Join
You will have significant ownership over a core piece of Ark Abroad's infrastructure.
Rather than maintaining a mature CRM someone else designed, you will have the opportunity to help build the operating system that connects our marketing, sales, revenue and customer operations.
The role has direct exposure to the founder and leadership team and the ability to make changes that materially affect how the company operates.
How to Apply
Please send us:
- Your CV / LinkedIn profile
- Your experience working specifically with Zoho CRM
- An example of a CRM implementation or restructuring project you have personally owned
- Which parts you implemented yourself versus which were implemented by developers/agencies
- An example of a dashboard or reporting system you built
- Any experience you have with marketing attribution
- The most technically complicated automation or Zoho workflow you have built
Important: We are looking for someone who has actually built and operated CRM systems—not someone whose experience is primarily theoretical or project-management based.
Click on Apply to know more.
