Overview

CRM & Communication Systems Manager Jobs in Durbanville, Western Cape, South Africa at Louw & Coetzee Properties

Title: CRM & Communication Systems Manager

Company: Louw & Coetzee Properties

Location: Durbanville, Western Cape, South Africa

CRM & Marketing Automation ManagerRole Purpose

The CRM & Marketing Automation Manager will take ownership of Louw & Coetzee’s CRM ecosystem, with primary responsibility for Zoho CRM, marketing automation, lead management, database integrity, system integrations, reporting and direct-marketing compliance.

The role will ensure that the CRM operates as the central source of truth for customer, lead, agent and development data and that marketing and sales processes are automated, measurable and compliant.

Key Responsibilities1. Zoho CRM Ownership

  • Own the day-to-day administration and development of Zoho CRM.
  • Configure modules, fields, layouts, workflows, validation rules and permissions.
  • Manage users, profiles, roles and access.
  • Develop and maintain lead, contact, deal and development structures.
  • Implement automated lead allocation and escalation processes.
  • Maintain CRM documentation and change logs.
  • Identify opportunities to improve existing CRM processes.

2. Lead Management & Automation

  • Manage lead flows from all sources into the CRM.
  • Build and maintain automated lead assignment and round-robin processes.
  • Ensure leads are correctly attributed to source, campaign, development and agent.
  • Monitor failed integrations and lead-delivery errors.
  • Automate lead follow-up, reminders and escalation processes.
  • Maintain integrations between Zoho and third-party platforms.

3. Marketing Automation

  • Manage CRM audiences and segmentation for email, WhatsApp, SMS and other direct-marketing channels.
  • Build automated customer and lead journeys.
  • Integrate Zoho CRM with Zoho Campaigns and other communication platforms.
  • Develop trigger-based communication workflows.
  • Maintain suppression and unsubscribe processes across marketing systems.
  • Ensure marketing preferences are synchronised between systems.

4. POPIA & CPA Direct-Marketing Compliance

Working with management and the company’s legal/compliance advisors:

  • Maintain consent and direct-marketing preference records within the CRM.
  • Maintain auditable records of when, where and how marketing consent was obtained.
  • Implement and maintain unsubscribe and suppression processes.
  • Ensure opt-outs are respected across all integrated marketing channels.
  • Assist with compliance with the National Consumer Commission Opt-Out Registry requirements.
  • Establish processes for screening applicable marketing databases prior to campaigns.
  • Prevent suppressed or opted-out contacts from being inadvertently reintroduced into marketing audiences.
  • Maintain evidence and audit trails relating to marketing consent and preferences.
  • Assist management with periodic CRM compliance audits.

5. Database Management

  • Maintain CRM database integrity.
  • Establish data standards and required fields.
  • Manage duplicate detection and merging.
  • Clean and standardise historical data.
  • Monitor incomplete and inaccurate records.
  • Establish rules governing imports and bulk uploads.

6. Integrations

Manage and monitor integrations involving platforms such as:

  • 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 platforms used by the business

7. Reporting & Analytics

Develop CRM dashboards covering:

  • Leads by source
  • Leads by development
  • Leads by agent
  • Response times
  • Conversion rates
  • Lead-to-appointment conversion
  • Appointment-to-sale conversion
  • Campaign attribution
  • Database growth
  • Marketing opt-ins and opt-outs
  • Lead ageing
  • Lost-lead reasons

Provide management with regular recommendations based on CRM data.

8. CRM Governance

Develop and maintain:

  • CRM operating procedures
  • User access standards
  • Data-entry standards
  • Lead management rules
  • Marketing consent rules
  • Import procedures
  • Integration documentation
  • CRM change logs
  • User training material

Required Skills

Essential:

  • Strong practical experience administering a CRM platform.
  • Advanced Zoho CRM experience strongly preferred.
  • Experience configuring workflows, automation and CRM architecture.
  • Understanding of databases and data structures.
  • Experience with CRM integrations and APIs.
  • Strong general “AI” experience and knowledge.
  • Marketing automation experience.
  • Strong analytical and troubleshooting ability.
  • Excellent attention to detail, communication abilities, with proven experience in client-facing communication, stakeholder engagement, and cross-functional collaboration.
  • Sales-related skills, including understanding of property sales and rentals pipelines, lead nurturing, and customer retention practices.
  • Market segmentation skills, with experience in profiling customer groups, defining target segments, and tailoring campaigns to specific markets.
  • Project management capabilities, including planning, prioritizing, and executing CRM initiatives on time and within scope.
  • Solid understanding of residential and commercial property markets is beneficial; prior real estate or property services experience is an advantage.
  • Relevant tertiary qualification in Business, Marketing, Information Systems, or a related field, or equivalent practical experience.
  • Proficiency in standard office and collaboration tools (e.g., spreadsheets, presentation software) and comfort learning new digital systems.
  • Ability to work on-site in the City of Cape Town, with a customer-centric mindset and a commitment to ethical,

Highly advantageous:

  • Zoho One experience.
  • Zoho Campaigns.
  • Zoho Flow.
  • Deluge scripting.
  • Zapier.
  • REST APIs/webhooks.
  • WhatsApp and SMS integrations.
  • Twilio.
  • Digital marketing attribution.
  • Property or real-estate CRM experience.
  • POPIA and CPA direct-marketing compliance experience.

Candidate Profile

The ideal candidate is technically strong but commercially minded.

They should be capable of understanding a sales or marketing requirement, designing the appropriate CRM process, implementing or coordinating the technical solution, testing it and monitoring its performance.

The successful candidate should proactively identify CRM, automation, data-quality and compliance risks rather than simply responding to support requests.

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