Head CRM || Allen || Bengaluru

Key Responsibilities:

• CRM Strategy & Roadmap:
• Develop and execute a comprehensive CRM strategy aligned with overall business goals and objectives.
• Define and implement key performance indicators (KPIs) to track the success of CRM initiatives.
• Regularly analyze CRM data and identify areas for improvement and optimization.
• Stay abreast of the latest CRM trends, technologies, and best practices.

• CRM Platform Management:
• Oversee the selection, implementation, and ongoing maintenance of the company's CRM platform (e.g., Salesforce, HubSpot, Microsoft Dynamics 365).
• Ensure data quality and integrity within the CRM system.
• Develop and maintain data cleansing and enrichment processes.
• Integrate CRM data with other relevant systems (e.g., marketing automation, e-commerce, email marketing).

• Customer Segmentation & Lifecycle Management:
• Develop and implement customer segmentation strategies to personalize customer interactions and improve targeting.
• Design and execute customer lifecycle marketing campaigns across multiple channels (email, SMS, social media, etc.).
• Develop and nurture lead scoring models to identify and prioritize high-value leads.

• Sales & Marketing Alignment:
• Collaborate closely with sales and marketing teams to ensure seamless lead flow and effective lead qualification.
• Develop and implement lead nurturing programs to convert leads into qualified opportunities.
• Provide sales teams with the necessary tools and insights to effectively manage customer relationships.

• Team Leadership & Management:
• Lead, mentor, and develop a high-performing team of CRM analysts, specialists, and administrators.
• Foster a collaborative and data-driven culture within the team.
• Recruit, hire, and onboard talented CRM professionals.

• Customer Support & Service:
• Collaborate with customer support teams to improve customer service processes and enhance customer satisfaction.
• Leverage CRM data to identify and address customer pain points.
• Implement strategies to improve customer retention and loyalty.

Qualifications:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 7+ years of experience in CRM management, with a proven track record of success in implementing and managing CRM systems and strategies.
• Experience with leading and managing high-performing CRM teams.
• Strong analytical and problem-solving skills with the ability to analyze data and draw actionable insights.
• Expertise in CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics 365).
• Excellent communication, interpersonal, and presentation skills.
• Strong project management and organizational skills.
• Proficiency in data analysis tools (e.g., SQL, Excel, Tableau).