CRM Specialist

ABOUT THE ROLE

The Customer Lifecycle & CRM Specialist is responsible for the day-to-day operation, optimisation, and internal support of Pickles' new Zoho CRM ecosystem. As a core member of the Digital team, this role ensures the CRM becomes a reliable, digital asset that strengthens the customer experience, improves sales and marketing efficiency, and supports smarter decision making across the business.

This role blends customer lifecycle execution with CRM administration, building journeys, segments and automations while also maintaining data quality, configuring Zoho, and supporting internal users through onboarding, training, and a lightweight help/support desk.

Initially this successful applicant will be heavily involved in our Zoho implementation, shadowing the consulting partner and preparing the organisation for go live.

Your key responsibilities will include:

CRM Administration & Customer Lifecycle Execution

• Configure and maintain Zoho CRM modules, fields, validation rules, workflows, automations, and key integrations.
• Manage user roles, permissions, security settings, dashboards, and core reporting.
• Build and optimise lifecycle journeys (welcome, onboarding, abandon, post-purchase, win-back, churn-save) and support segmentation across RFM, lifecycle, behavioural and propensity models.
• Support Sales enablement through lead routing, scoring, SLAs, and automated follow-up processes.
• Use Zoho Analytics to measure funnel health, activation, conversion performance, revenue influence, and LTV.

User Support, Training & Enablement

• Act as an escalation point for CRM issues, troubleshooting, and user guidance, deferring to implementation partners when required
• Lead onboarding and training for Sales, Marketing, CX and new starters.
• Develop and maintain CRM documentation, FAQs, user guides and best-practice playbooks.
• Coach and support CRM champions across departments.

Data Quality, Compliance & Governance

• Improve data completeness and accuracy through audits, hygiene routines, and deduplication.
• Maintain field governance, naming conventions, validation rules, and consent tracking.
• Ensure compliance with privacy requirements, Spam Act obligations and customer preference management.
• Coordinate data flows and integrations with Digital, IT and external partners.

Continuous Improvement & Collaboration

• Analyse business processes to identify opportunities for workflow or journey optimisation.
• Maintain a backlog of enhancements and partner with the Head of Digital for prioritisation.
• Provide actionable insights using CRM analytics and reporting.
• Collaborate with Sales, Marketing, CX and IT to align cross-functional processes.
• Participate in agile ceremonies including stand-ups, sprint reviews and project meetings.

ABOUT YOU

To be successful in this role, you will need to have the following skills and experience:

• 3+ years in CRM, digital marketing, sales operations, or lifecycle management.
• Demonstrated experience with Zoho CRM or other large CRM platforms.
• Strong understanding of CRM configuration, automation and customer lifecycle management.
• Ability to translate business needs into system requirements and workflows.
• Strong communication skills and ability to support non-technical users.
• High attention to detail, process discipline and data quality mindset.

Preferred skills and experience include:

• Experience with Zoho Campaigns, Marketing Automation, Analytics and Desk.
• Exposure to Deluge scripting, APIs or integration middleware.
• Experience with GA4, GTM or basic HTML email QA.
• Understanding of sales processes, pipelines and lead management.
• Previous involvement in CRM implementation or rollout projects.

WHAT'S IN IT FOR YOU

• Employee Benefits – Earn up to 5 days' extra leave and enjoy sharing in the company bonus program after a qualifying period, free on-site parking and more
• Training & Development – On the job training to make you an expert in your area, internal career pathing opportunities, and study assistance options to help you complete a course or qualification.
• Community & Wellbeing – Pickles proudly support local events and charities, enjoy paid volunteer leave and access our employee assistance program for you and your family.
• Reward & Recognition – Cash vouchers & recognition awards for doing great work and celebration of long service.

ABOUT PICKLES

Since 1964, Pickles has powered trusted marketplaces that bring people together, delivering value for everyone. We're a service company striving to provide a consistent world-class experience and advice for our customers. We're a people company because great people do and create great things together. We're a technology & data company creating thriving marketplaces for our customers to connect and transact easily. We are the Australian leaders in asset remarketing across industrial, motor vehicles, salvage, general goods, mining, oil & gas, agriculture and more. Our major clients include the Australian government, state governments, local councils, fleet and lease companies, insurance companies, financial institutions, banks and not-for-profit organisations. Maintaining this breadth of expertise is made possible by the huge number of industry experts who work for Pickles across Australia. With over 850 specialist employees, Pickles boasts a truly national footprint across many important Australian industries.

If this position sounds like you, send your updated resume to us by clicking the APPLY NOW button. Pickles is committed to fostering a diverse and inclusive workforce. We strongly encourage Aboriginal and Torres Strait Islander peoples and people with diverse backgrounds to apply. Only suitable candidates will be contacted. Reference checks and criminal history checks will be conducted for the successful candidate.

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