CRM Technical Lead

About the role

This is a senior technical leadership role owning the end-to-end CRM platform: design, customization, integrations and optimization. The candidate acts as both technical and functional owner of the CRM, leads a team of developers, administrators and analysts, and drives the CRM roadmap aligned to Sales, Marketing and Customer Experience. The role is based in New Delhi.

Key responsibilities

• Lead CRM implementation, customization and integrations
• Act as technical and functional owner of the CRM platform
• Mentor and manage CRM developers, administrators and analysts
• Design workflows, automations, dashboards and reports
• Handle data migration, data quality and security models
• Integrate CRM with ERP, marketing automation, data warehouse and other systems
• Drive the CRM roadmap aligned to Sales, Marketing and CX
• Lead UAT, deployment and post-go-live support

Required profile

• 8-12 years of experience, including 2-4 years in people management
• Solid understanding of Sales, Marketing and Customer Service processes
• Good to have: CRM certifications (Dynamics / Salesforce), omnichannel, Customer 360 and AI-driven CRM exposure, and experience in sports, aviation or SaaS domains

Required skills

• Hands-on experience with Microsoft Dynamics 365 and/or Salesforce
• CRM configuration, customization and workflow automation
• API integrations, web services and analytics
• SQL, data modeling and cloud platforms (Azure / AWS)