Transformation Analyst (Enterprise CRM)

Transformation Analyst (Enterprise CRM) - Cape Town

We are seeking a commercially minded, analytically strong professional to help the business maximise the value of its recently implemented CRM system (Zoho) and associated commercial data.

The role focuses on applying commercial insight through strong systems capability, including back-end CRM configuration, and stakeholder engagement. The successful candidate will develop a strong understanding of the business as a whole, including its revenue model, customer lifecycle, and operational drivers. They will analyse data across the CRM and related systems to identify trends, workflow improvement opportunities, generate insights, and produce reports that support effective commercial decision-making.

A key aspect of the role is working closely with stakeholders across the organisation to ensure the CRM system is used consistently and effectively, delivering meaningful value. This includes supporting adoption, delivering training, and acting as a bridge between business needs and system capabilities.

The role sits within the Transformation Team and, alongside core CRM ownership, will support tech & AI‑driven transformation projects through detailed operational analysis, development of analysis, dashboards and KPIs, and identifying opportunities where automation and application of AI can drive improvement in workflow and operational efficiencies.

Key Responsibilities:

Commercial Analysis & Business Insight

• Develop and maintain a strong understanding of the organisation’s commercial model, customer lifecycle, and key performance drivers.
• Analyse CRM and related commercial data to identify trends, risks, opportunities, and performance insights.

CRM Enablement & Optimisation

• Act as a key point of contact for the business in relation to the CRM system, with a focus on usability, insight generation, and ongoing improvement.
• Work with stakeholders to understand requirements and translate them into CRM back-end configurations, workflows, automations, and reporting logic.
• Proactively identify opportunities to optimise pipelines, data structures, and processes to improve consistency, efficiency, and data quality across the entire CRM.
• Monitor system usage and data integrity, identifying opportunities to improve adoption and effectiveness.
• Proactively monitor Zoho application and feature releases and updates, assessing their impact and opportunities for continuous improvement within our Zoho implementation.

Stakeholder Engagement & Adoption

• Build strong working relationships with stakeholders across all levels of the organisation to support effective use of the CRM system.
• Encourage consistent adoption of agreed processes and data standards.
• Support teams in creating tailored training and guidance materials to uplift CRM capability.
• Balance stakeholder needs while maintaining alignment with broader commercial objectives and governance principles.

Document Management

• Manage the Zoho WorkDrive document repository, ensuring consistent filing standards and accurate record-keeping.
• Maintain accurate records of contract families, master services agreements (MSAs), statements of work (SOWs), amendments, and related documents.
• Implement the tracking of key contract milestones such as renewals, expirations, and amendments, ensuring appropriate visibility through reporting.

Reporting, Governance & Continuous Improvement

• Assist stakeholders in producing clear, relevant dashboards, reports, and management information to support decision-making across the business.
• Support audits, reviews, and governance processes through accurate data and documentation.
• Contribute to the development of standards, guidance, and best practices relating to CRM usage and commercial data management.

Transformation Projects

• Support selected transformation initiatives by contributing analysis, reporting and problem-solving that improves business processes and operational efficiency.
• Contribute to analytics, dashboards and KPIs that build confidence in data-driven decision-making.
• Identify opportunities where automation (and, where relevant, applied AI) can simplify workflows and improve outcomes, partnering with specialists as needed