OmniActive Health Technologies - CRM Analyst

THE PURPOSE:

Customer relationship management is a strategically important activity, which help organisation build and maintain the customer loyalty that underpins long-term revenue and profitability. This position is a Primary driver to analyse customer data and make recommendations on sales, marketing and customer service initiatives. Available data helps in better and quicker business decision making. It also helps in managing and building customer relationships

This position will require to analytical skills, will have to work with cross functional teams.

THE COMPANY :

- OmniActive Health Technologies Limited (Omni) is a global company that develops natural ingredient solutions for dietary supplement industry. All solutions are based on strong research and development competencies and significant technology investments.

- Omni has a 100% subsidiary in Morristown, New Jersey, US, a large innovation center at Charlottetown, Pince Edward Island, Canada and a very strong manufacturing base in India with multiple manufacturing facilities.

- The company has established its backward integration to develop its own natural resources to ensure quality and supplies of its products in over 40 countries around the globe.

- The company has a ten year tradition of delivering superior quality ingredients, customized solutions and value for money products to a global clientele.

- There are over 300 employees, working in multiple locations in various geographies and plans to open offices in strategic market, to sustain the current growth rate of 25%.

RESPONSIBILITIES :

- To analyse customer behaviour in pre-sales, sales & service phases

- To address the gap in Market Coverage through introduction of Micro Market wise Target planning and alignment

- To Facilitate support customer retention and acquisition drives

- To propose and implement customer standards and ensure compliance with sales, service and ordering processes

- To Understand customer requirements & finalize deals; design apt solutions for customers and maintain cordial relations for repeat and referral business

- To Spearhead the process automation initiatives in order to meet business requirements

- To gather and understand customer business processes by implementing requirement elicitation techniques and mapping them to project management standards

- To Work closely with cross-functional teams like SCM, Operations, R&D, Marketing, sales & services teams, business analysts and subject matter experts to improve - Sales and Service - and - Build Analytical Capabilities-

- To Develop matrices, scorecards and dashboards to identify gaps and scopes of improvement in business (sales and service)

- To Standardize the process of data capturing for predictive modelling tools; monitoring the hit rate of output

- To provide key analysis and insights to business

- To supervise competition analysis, ATL/ BTL activity tracker, sourcing (Leads) analysis, customer retention/acquisition activity trackers)

- Should be able to execute full life-cycle development projects; successfully ramped up projects within time, budget & quality parameters, as per project management & best practice guidelines

- To understand concept of customer life cycle management in a B2B environment

- To identify, support the design & implement CRM tools customised to OMNI's requirement

- To conduct competitive analysis, customer trends analysis & forecast

REQUIREMENTS :

- MBA, BE from a reputed Institute.

- Experience of around 5-8 years

- Understand concept of customer life cycle management in a B2B environment

- Knowledge of CRM software is a must

- Exposure to market research

- Quick learner and adapt to new working environment

- Able to handle a global customer base

- Excellent communication skills - a clear and persuasive verbal and written presenter

- In depth knowledge and understanding of business processes

- Implementation skills and result orientation.

- Analytical Skills

- Influencing skills

- Work in cross functional teams

- Self-Starter

REPORTS TO : President - Global Business

LOCATION : Mumbai

LANGUAGE : The working language is English, fluency is essential.