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

Requirements:
Commercial & Analytical Capability:

• Strong analytical skills with the ability to interpret data and generate commercially relevant insights to support decision-making.

CRM & Systems Experience:

• Experience working with Zoho CRM / Zoho One (or similar applications)
• Comfort with CRM configuration, workflows, automations, and reporting.
• Experience driving data quality, structure, and governance.

Stakeholder & Communication Skills:

• Proven ability to work and communicate confidently with a wide range of stakeholders across different levels and functions.
• Practical, collaborative approach to driving adoption and change.

Contract & Documentation Awareness:

• Familiarity with common contract structures and documentation types (e.g. MSAs, SOWs, amendments).
• Experience managing contract documentation within structured systems or processes.

Transformation / Process Improvement & Automation Skills:

• Prior exposure to process or performance improvement work.
• Comfortable producing analysis, dashboards and KPIs to support decision-making.
• Working knowledge of data querying / transformation (e.g., SQL, Tableau or similar).
• Familiarity with automation tooling or languages (e.g., Power Automate and/or Python; others acceptable).

Personal Attributes:

• Commitment to continual learning
• Commercially curious and obsessed about continuous improvement.
• Organised, detail-focused and reliable.
• Comfortable operating in an evolving environment with changing systems and priorities.

Benefits:
Our people are at the heart of our business, and we foster a culture of recognition and reward—both through regular appraisals and our annual Extra Mile Awards, where we celebrate those who go above and beyond in their roles. We also encourage all staff to incorporate their aspirations and interests into their careers at Ten, and we support their development every step of the way.

Rewards Designed Around You

• Competitive Salary based on experience, plus a performance-based bonus. Additional Late Shift and Sunday Shift allowances increase earning potential.
• Hybrid Working: Combine working from home with working from the office.
• Paid Time Away from Work: Enjoy a competitive paid time-off package, including one day each year to volunteer for a cause that matters to you.
• Paid Sabbaticals: One month of paid sabbatical after every five years of service, without using annual leave.
• Extra Rewards: Access our lucrative Ten Loyalty Rewards program.
• Remote Working Holidays: Opportunities to travel and work!
• Employee Discounts: Enjoy great travel and entertainment discounts—just like our clients' members do!
• Medical Aid Contribution: Company contribution toward medical aid.
• Late Shift Transport: Transport home for employees working late shifts (applies to those without a car).
• ICAS Employee Health and Wellness (EHWP): Confidential and free services for all employees.
• Be part of our global, dynamic, and inclusive team, with diversity at its core.
• Explore genuine career opportunities within a dynamic and international company.

Who We Are

Ten Lifestyle Group is a global luxury concierge service, and our travel department offers a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients with their leisure travel requests.

At Ten, our goal is simple: to become the most trusted service business in the world.

We deliver our service through a combination of Ten's proprietary, technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring, and improving the lives of millions of members.

As a Certified B Corp, Ten Lifestyle Group is part of a global community of businesses united by a shared goal: making a positive impact on society and the environment.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes."