Associate Director - CRM Implementation

Key Responsibilities:

Strategy and Leadership:

- Develop and implement CRM strategies to enhance customer experience.

- Lead and manage the CRM team size of 100+ , providing guidance and support to ensure project success.

- Collaborate with senior leadership, project sponsors, business partners, and third-party vendors to align CRM initiatives with business objective & tech automation.

Project Management:

- Oversee end-to-end project implementations, from design and requirement gathering to delivery and post-delivery management.

- Utilize agile methodologies for mobile application project management.

- Ensure projects are completed on time, within scope, and with high-quality deliverables.

Business Analysis and Data Management:

- Conduct comprehensive business analysis to understand customer needs and preferences.

- Design dashboard wireframes and other analytical tools to track project progress and customer insights.

- Manage data collection and analysis to drive informed decision-making.

Customer Insights and Digital Strategy:

- Develop and implement digital strategies to enhance customer engagement and satisfaction.

- Utilize customer insights to inform product strategy and development.

- Monitor and analyze market trends to identify opportunities for innovation and improvement.

Stakeholder Management:

- Manage expectations and drive conclusions in a complex setup of key stakeholders.

- Foster a collaborative environment among team members and stakeholders.

- Communicate project status, risks, and issues to senior leadership and other key stakeholders