Zoho One Specialist

A Sanctuary of Success: Meet the Pioneers Behind the Wellness Movement

Our client is a retail wellness giant specializing in spas, swim spas, saunas, and outdoor leisure products. With a proud history spanning decades, they have become Australasia's most awarded spa retailer, offering an exceptional range of lifestyle solutions designed to create the ultimate outdoor oasis at home. Known for their dedication to quality and outstanding customer service, they operate multiple showrooms across Australia and New Zealand, making them the preferred destination for wellness enthusiasts. Their commitment to innovation, customer care, and community involvement truly sets them apart in the industry.

As a CRM Specialist - Zoho, you'll be the artist behind the scenes, crafting and refining their Zoho One system to perfection. With a minimum of 3-5 years of experience managing a CRM system, particularly with extensive hands-on experience in Zoho One, you'll manage system integrations, offer real-time support to sales and customer care teams, and spearhead affiliate marketing program management. Your role is vital in maintaining seamless workflows, troubleshooting, and ensuring data integrity.

Your Spa of Influence: Where You Make the Biggest Impact

ZOHO System Development

• Manage the full lifecycle of ZOHO ONE, including configuration, customization, and system integrations.
  
• Collaborate with stakeholders to gather requirements, design workflows, and implement new features or modules to enhance the efficiency of ZOHO ONE.
  
• Continuously optimize system performance and ensure seamless integration with other tools, such as external databases.
  
• Ensure the system is scalable by regularly reviewing and assessing it for improvements and alignment with business needs.
  

Live Support and Issue Resolution

• Provide real-time support to front-line sales and customer care teams, troubleshooting and resolving any ZOHO ONE issues that arise during daily operations.
  
• Act as the primary point of contact for urgent ZOHO ONE system-related issues, ensuring swift resolution to minimize downtime and disruption to sales activities.
  
• Collaborate with internal teams, third-party IT specialists (CNX), and ZOHO support to ensure rapid fixes and escalations when required.
  

Testing and Quality Assurance for ZOHO CRM

• Develop and implement comprehensive testing plans for new features, updates, and bug fixes to ensure smooth deployment.
  
• Lead user acceptance testing (UAT), ensuring all stakeholder feedback is addressed and that the system operates as intended.
  
• Maintain a high standard of quality assurance (QA), ensuring the system is error-free, secure, and optimized for performance.
  

Daily Operations and System Oversight

• Oversee the day-to-day functionality of ZOHO CRM, DESK, and FORMS, ensuring they perform optimally and reliably.
  
• Monitor system performance, troubleshoot issues promptly, and manage service tickets with ZOHO support as needed.
  
• Conduct regular data audits and clean-ups to ensure data accuracy and integrity.
  
• Provide ongoing user training and support, ensuring that users are fully equipped to utilize the system effectively.
  

Thrive Affiliate Marketing Program Management (Not to be confused with the THRIVE module in ZOHO One)

• Oversee the maintenance, development, and optimization of the Thrive affiliate marketing program within ZOHO CRM.
  
• Ensure seamless integration of Thrive with the core CRM system, ensuring accurate tracking and reporting of affiliate activities and referrals.
  
• Continuously monitor Thrive system performance, identifying and resolving any system-related issues or bugs that could affect the program's functionality.
  
• Support marketing and sales teams in the recruitment, onboarding, and management of affiliate partners through Thrive.
  
• Design and manage workflows to ensure smooth affiliate onboarding, from registration to activation, ensuring all affiliates are appropriately integrated into the system.
  
• Implement and refine automated workflows and lead tracking systems to enhance affiliate performance and referral conversions.
  
• Develop and maintain custom reports and dashboards within ZOHO to provide insights into affiliate activity, conversion rates, and revenue generated through the Thrive program.
  
• Share monthly and quarterly performance reports with key stakeholders to highlight the program's success and identify areas for improvement.
  

Lead Conversion and Campaign Optimization

• Work closely with sales and marketing teams to design and implement automated workflows and lead nurturing processes within ZOHO CRM and Marketing Automation.
  
• Optimize lead scoring, tracking, and segmentation to drive improved lead-to-customer conversion rates.
  
• Ensure seamless integration between lead generation channels (web forms, campaigns, third-party systems) and ZOHO CRM to capture, manage, and track leads.
  
• Regularly review and refine sales pipelines to ensure alignment with business conversion goals.
  

Reporting and Data Analytics

• Develop and maintain custom dashboards and reports within ZOHO CRM to track key metrics such as lead conversion, pipeline velocity, and customer acquisition.
  
• Build Customer Experience Dashboards to track and monitor Desk-related issues, including warranty claims, freight damage, and opportunities (e.g., skinny deposits), ensuring real-time visibility into customer service performance and issue resolution.
  
• Provide data-driven insights and recommendations to sales, marketing, and customer service teams to improve overall performance and customer experience.
  
• Ensure that reports and dashboards are regularly updated, aligned with business objectives, and shared with relevant teams to support continuous improvement in customer satisfaction and operational efficiency.
  

Requirements

The Ingredients of Excellence: What You Bring to the Table

Experience

• Minimum 3-5 years of experience managing a CRM system, with extensive hands-on experience in ZOHO ONE.
  
• Proven track record in optimizing CRM workflows, automation, and lead management systems.
  
• Experience in managing and optimizing affiliate marketing programs, with a focus on ZOHO integrations.
  

Skills

• In-depth knowledge of ZOHO CRM, including customization, WorkFlow Rules, Functions, Blueprints, Canvas system integrations, general workflow automation, and reporting.
  
• Strong technical expertise in CRM development, API integrations, and data management.
  
• Excellent troubleshooting and problem-solving skills, with the ability to provide real-time support and swiftly resolve system-related issues.
  
• Proficient analytical skills with experience in reporting and data analysis for actionable insights.
  
• Exceptional communication skills for cross-functional collaboration and user training.
  

KPIs

• Lead Transition Time: Reduce the average time for leads to progress through the sales pipeline, from initial capture to conversion, by optimizing ZOHO CRM workflows.
  
• System Uptime and Performance: Ensure 99%+ uptime for ZOHO One and Thrive, resolving system issues swiftly.
  
• Affiliate Performance: Increase the number of active affiliates and improve referral-to-sale conversion rates within the Thrive program.
  
• Customer Satisfaction (CSAT) Score: Maintain or improve the CSAT score by ensuring timely issue resolution, system performance, and user support within ZOHO CRM.
  
• Data Integrity: Maintain CRM data accuracy above 95%, ensuring minimal data duplication or errors.
  
• Response Time: Achieve fast resolution times for system-related issues, ensuring minimal disruption to sales and affiliate operations.
  
• User and Affiliate Satisfaction: Maintain high levels of satisfaction among Desk and CRM users and Thrive affiliates through effective training and support.
  

Benefits

The Wellness Package: Benefits That Revitalize Your Work Life

• Day 1 HMO coverage
  
• Competitive Package
  
• Permanent WFH arrangement
  
• Day shift schedule
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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