Job Overview
The CRM & Marketing Automation Manager will be responsible for managing and developing Louw & Coetzee’s CRM ecosystem, with a strong focus on Zoho CRM, marketing automation, lead management, database accuracy, system integrations, reporting and direct-marketing compliance.
The successful candidate will ensure that the CRM functions as the central source of accurate and reliable customer, lead, agent and development information. The role will also focus on streamlining and automating sales and marketing processes while ensuring that activities are measurable, efficient and compliant with applicable direct-marketing regulations.
Core Responsibilities
1. Zoho CRM Management
- Take ownership of the daily administration, maintenance and ongoing development of Zoho CRM.
- Configure CRM modules, fields, layouts, workflows, validation rules and user permissions.
- Manage user profiles, roles and system access.
- Build and maintain structures for leads, contacts, deals and property developments.
- Implement automated lead allocation, routing and escalation processes.
- Keep CRM documentation and system change logs up to date.
- Identify and implement opportunities to improve CRM processes and efficiency.
2. Lead Management & Automation
- Oversee the flow of leads from all relevant sources into the CRM.
- Develop and maintain automated lead assignment and round-robin distribution processes.
- Ensure leads are accurately linked to their source, campaign, development and assigned agent.
- Monitor integration failures and resolve lead-delivery issues.
- Automate lead follow-ups, reminders and escalation procedures.
- Maintain reliable integrations between Zoho CRM and third-party platforms.
3. Marketing Automation
- Manage CRM audiences and customer segments across email, WhatsApp, SMS and other direct-marketing channels.
- Create and maintain automated customer and lead journeys.
- Integrate Zoho CRM with Zoho Campaigns and other communication platforms.
- Develop trigger-based communication and engagement workflows.
- Manage unsubscribe and suppression processes across marketing systems.
- Ensure customer marketing preferences remain accurately synchronized between connected platforms.
4. POPIA & CPA Direct-Marketing Compliance
- Maintain accurate records of consent and direct-marketing preferences within the CRM.
- Keep auditable records showing when, where and how marketing consent was obtained.
- Implement and maintain effective unsubscribe and suppression procedures.
- Ensure opt-outs are consistently honored across all integrated marketing channels.
- Support compliance with applicable National Consumer Commission Opt-Out Registry requirements.
- Establish procedures for screening relevant marketing databases before campaigns are launched.
- Prevent suppressed or opted-out contacts from being unintentionally added back into marketing audiences.
- Maintain appropriate evidence and audit trails relating to marketing consent and communication preferences.
- Assist management with regular CRM compliance reviews and audits.
5. Database Management
- Maintain the accuracy, consistency and overall integrity of the CRM database.
- Establish and enforce data standards and mandatory field requirements.
- Manage duplicate identification, consolidation and record merging.
- Clean, standardize and improve historical CRM data.
- Monitor and address incomplete, outdated or inaccurate records.
- Establish clear procedures and controls for data imports and bulk uploads.
6. System Integrations
- Zoho CRM
- Zoho Campaigns
- Zoho Forms
- Zoho Flow
- Zapier
- WhatsApp platforms
- Twilio
- Property portals
- Website lead forms
- Landit
- Meta lead campaigns
- Google platforms
- Other sales and marketing technologies used by the business
7. Reporting & Analytics
- Develop and maintain CRM dashboards that provide visibility into key performance indicators, including:
- Leads by source
- Leads by development
- Leads by agent
- Lead response times
- Conversion rates
- Lead-to-appointment conversion
- Appointment-to-sale conversion
- Campaign attribution
- Database growth
- Marketing opt-ins and opt-outs
- Lead ageing
- Reasons for lost leads
- Provide management with actionable insights and recommendations based on CRM data and performance trends.
8. CRM Governance
- CRM operating procedures and guidelines
- User access and permission standards
- Data-entry standards and requirements
- Lead management and allocation rules
- Marketing consent and compliance procedures
- Data import and bulk-upload procedures
- Integration documentation
- CRM change logs
- User training and support materials
Ideal Candidate
The ideal candidate will combine strong technical CRM expertise with a commercially focused mindset. They will be able to understand sales and marketing objectives, translate business requirements into effective CRM processes and oversee the implementation of practical technical solutions.
The successful candidate will be comfortable designing, implementing, testing and monitoring CRM workflows and automation to ensure they deliver the intended business outcomes. They will also take a proactive approach to identifying potential CRM, automation, data-quality and compliance risks before they become operational issues, rather than simply responding to support requests as they arise.
Skills & Requirements
- Demonstrated hands-on experience in CRM administration, with the ability to manage and optimize CRM platforms effectively.
- Advanced experience with Zoho CRM is highly preferred.
- Proven ability to configure CRM workflows, automation processes and system architecture.
- Sound understanding of databases, data structures and data management principles.
- Experience working with CRM integrations, APIs and connected digital platforms.
- Strong knowledge and practical experience with AI tools and technologies, with the ability to apply AI effectively within business and marketing environments.
- Experience in marketing automation and the development of automated customer journeys.
- Strong analytical, problem-solving and troubleshooting skills, with a methodical approach to identifying and resolving system issues.
- Excellent attention to detail and strong communication skills, including proven experience engaging with clients, stakeholders and cross-functional teams.
- Understanding of sales processes, including property sales and rental pipelines, lead nurturing and customer retention strategies.
- Strong market segmentation capabilities, including the ability to profile customer groups, identify target markets and tailor campaigns to specific audiences.
- Sound project management skills, with the ability to plan, prioritize and deliver CRM projects within agreed timelines and scope.
- Knowledge of residential and commercial property markets would be beneficial, while previous experience in real estate or property services would be an advantage.
- A relevant tertiary qualification in Business, Marketing, Information Systems or a related field is preferred. Equivalent practical experience may also be considered.
- Proficiency in standard office, spreadsheet, presentation and collaboration tools, together with the ability to learn and adapt to new digital systems.
- Ability to work on-site in the City of Cape Town.
- A customer-focused approach, combined with a strong commitment to ethical and professional business practices.
Highly Advantageous Skills
- Zoho One
- Zoho Campaigns
- Zoho Flow
- Deluge scripting
- Zapier
- REST APIs and webhooks
- WhatsApp and SMS integrations
- Twilio
- Digital marketing attribution
- Property or real-estate CRM platforms
- POPIA and CPA direct-marketing compliance