CRM Operations Engineer
Revenue Operations
Nairobi HQ, Kenya
The CRM Operations Engineer will -
• Own Zoho CRM as a product: design, build, maintain, and optimize
• Develop workflows and custom functions (Deluge)
• Implement product MVPs and loan management system (LMS) logic
• Manage integrations across Zoho ecosystem, Zapier, and third-party APIs
• Run delivery backlog for numerous teams with clear SLAs and risk classification
• Enforce data hygiene, permissions, and system documentation
• Progressively own additional tech stack tools
• Partner with Analytics Lead to ensure CRM data integrity
Responsibilities
CRM Product Ownership
• Design and maintain workflows and custom functions (Deluge) that automate GTM operations
• Build and optimize data models, module relationships, and field structures
• Own LMS financial logic: maintain master functions for loan financials (principal, markup, repayment schedules, actual repayments, default interest accrued/paid, early repayment discounting)
• Execute systematic data corrections and enrichments for existing loan book
• Implement product MVPs in CRM per Product team specifications
• Manage cross-platform flows (Zoho Forms → CRM → Analytics /→ Client)
• Configure and trigger SMS/email campaigns from CRM
Integrations & Tech Stack
• Manage integrations within Zoho ecosystem (CRM, Analytics, Forms, Desk)
• Build and maintain Zapier workflows for data transfer and enrichment between platforms
• Connect and troubleshoot third-party API integrations
• Progressively own additional tech stack tools (Zoho Desk, telecom platforms, etc.)
• Design multi-platform flows that auto-populate client data across systems
• Debug cascading system failures across dependent fields and programs
Operations & Delivery
• Run ticketing/backlog system with risk classification and SLAs
• Ship automation for internal users and clients
• Monitor jobs, fix breaks, escalate critical issues to Head of RevOps
• Enforce data hygiene standards and user permissions
• Document processes and maintain runbooks for all CRM systems
• Train users on new CRM features and best practices
Market Expansion Support
• Deploy CRM infrastructure for new geographic markets and agricultural segments
• Build segment-specific tracking for business development, sales, marketing, and applicant progress
• Ensure CRM readiness one week prior to market launch dates
• Design modules, fields, and workflows that scale to monthly market expansion cadence
Collaboration & Strategic Input
• Respond to Analytics Lead’s data QA alerts within SLA
• Partner with Head of RevOps on roadmap priorities and capacity planning
• Coordinate with Tech team on external data flows and system integrations
• Coordinate with QA Engineer on validation processes
• Surface monthly insights on CRM usage patterns and bottlenecks
• Proactively identify process gaps and propose solutions
Requirements
Required Technical Skills: 3+ years in CRM administration/development or sales/revenue operations – Zoho CRM expertise required: workflows, blueprints, Deluge scripting – Strong proficiency in workflow automation and custom function development – Experience building complex data models, module relationships, and field structures – Hands-on with REST APIs and platform integrations – Proven track record managing mission-critical systems under high-accuracy requirements – Experience with financial product logic (lending/fintech context strongly preferred) – Familiarity with integration platforms (Zapier or similar) – Strong debugging skills; comfortable tracing cascading system failures
Required Soft Skills: Self-starter mentality: identifies problems and proposes solutions without prompting – Strategic, innovative thinker; proactive about how to develop CRM and other tools to better serve users and capture more and better data – Proactive mindset; doesn’t wait for direction – Comfort with ambiguity and rapidly expanding scope – Eager to take on new responsibilities beyond initial role – Excellent problem-solving under pressure – Clear written and verbal communication in English – Strong documentation skills – Collaborative; works effectively with technical and non-technical stakeholders
Preferred Experience: Other Zoho products: Forms, Desk, Analytics – Fintech/lending/B2B marketplace operations – Loan management systems – Experience implementing CRM for scaling operations (monthly product launches, geographic expansion) – QA or systematic testing background
A vision for integrating AI.