Senior Manager/AGM - Salesforce CRM Implementation - Digital Customer Experience - Tyre Manufacturing Firm

Position-Senior Manager/AGM - IT Digital - Customer Experience

Must have experience in Salesforce CRM Implementation

Job Description /Responsibilities: 

Deliver a Seamless Digital Experience for the Customer:

- Develop / Deploy a seamless Digital Customer Experience on the company& CRM /website /mobile applications.

- Ensure that customers have a good experience at every digital touchpoint with the company (across the customer lifecycle)

- Deliver a step change in the digital experience of the company customers

- Deployment of Solutions for Marketing & Sales based on Emerging Technologies like Analytics, AI, RPA.

IT Adaption & Effectiveness :

- Lead the Digital Customer Experience design and Solution design

 - Coordinate various platforms and create the best experience for every customer

- Deliver new digital products and enhancements to existing products to achieve improvements in online and offline customer journeys

- Ensure Effective Usage of the Digital Solutions by tracking & publishing customer usage / feedback metrics

- Drive Projects / Solution Implementation

- Deliver a digital governance framework with policies and standards

- Key Point of Contact for support and for specific projects between the IT function and the relevant key stakeholders in the business.

Enablement of / Alignment with Business Processes : 

- Work with business stakeholders to identify, plan, implement and maintain business enablers using digital applications/solutions.

- Contribute to the alignment of the IT application service delivery with the business strategy/needs.

- Challenge existing business practices and drive changes to technology enabled best practices in the space of customer experience

IT Innovation / Awareness:

- Keep up with the fast-paced changes in the digital solutions/innovations space

- Educate the business in the value of driving digital adaption internally as well eternally in all customer facing interactions.

Desired profile of the candidate

- 8 to 10 years of experience in CRM / Digital Sales & Marketing space

- Must have experience in CRM implementations (Salesforce/ SAP C4/ Siebel/Microsoft Dynamics)

- Strong Change Management Skills

- Strong understanding of digital experience principles

- Ability to understand customer needs and preferences in the context of interactions with the company

- Excellent communication skills (oral as well as written English).

Qualification:

- MBA in IT/MCA

- Min .Exp.

- 8 years (in the area of Digital Experience) + Domain expertise in Sales,

- Marketing and Customer Service