Business Systems & CRM Manager

Terra Nova Tours Careers Business  Systems & CRM Manager

Department
:
Business Development

Reports To
:
Business Development Manager

Location
:
Head Office, Cape Town, South Africa

Work Setup
:
Hybrid

Role Purpose

The Business Systems & CRM Manager is responsible for the effective management, development and optimisation of Terra Nova’s CRM and wider business systems, with a focus on business applications, data, workflows, automation and system integration. Working closely with the Business Development Manager and Business Process Manager, as well as across departments and with external system providers, the role ensures that systems support efficient workflows, reliable data, automation and informed decision-making, while continuously identifying opportunities to improve how technology supports the business.

Key Responsibilities What You’ll Be Doing

CRM Management & Development

• Own the ongoing management, configuration and development of Hub Spot as Terra Nova’s CRM platform.
• Ensure CRM structures, properties, pipelines, workflows and user access remain aligned with business requirements.
• Work with departments to understand CRM requirements and translate these into practical system solutions.
• Drive consistent CRM usage and data capture across relevant teams.
• Identify opportunities to improve automation, reporting, segmentation and Agent/Supplier Management through Hub Spot.
• Coordinate system changes, testing, implementation and user communication.

Business Systems Management & Optimisation

• Oversee Terra Nova’s wider portfolio of operational and business systems within the scope of the role.
• Develop a strong understanding of how Terra Nova’s different systems interact, how they are used across departments, and how they connect to business processes.
• Develop and maintain Terra Nova’s business systems roadmap in close cooperation with the Business Development Manager and Business Process Manager, providing a clear view of the current systems landscape, planned developments and integrations, priorities and dependencies, and the desired evolution of the systems environment over an agreed period.
• Maintain a clear overview of system and data ownership, users, functionality, integrations and key dependencies across the business.
• Maintain oversight of data governance across Hub Spot, TENO, Tourplan and other business systems, including where master data is held, who owns and maintains it, how information flows between systems, and how data quality and consistency are maintained across platforms.
• Regularly review whether systems remain fit for purpose and are being used effectively.
• Identify duplication, manual processes, inefficiencies and opportunities for greater integration or automation.
• Support the implementation and rollout of new systems, functionality and system improvements.
• Coordinate the prioritisation of system developments with the Business Development Manager and Business Process Manager, ensuring developments align with agreed business priorities and are considered as part of the wider systems landscape rather than addressed as isolated requirements.

Systems Development & Implementation

• Lead and coordinate the development, implementation and continuous improvement of Terra Nova’s business systems and digital tools, in line with agreed priorities and strategic direction set in consultation with the Business Development Manager.
• Take an active role in the ongoing development and implementation of TENO as Terra Nova’s tailor‑made Groups operational system.
• Support the development, rollout and continuous improvement of internal AI‑powered tools, including quality, checking and workflow tools.
• Work closely with the Business Process Manager to translate agreed business processes and operational requirements into…