Head (CRM & Customer Platforms)

Department : Digital Location : Chennai Reports To : Leader - Digital Transformation and Customer Platforms 1. Role Purpose The Head – CRM & Customer Platforms will be responsible for defining, owning, and leading Customer Relationship Management (CRM) and Omni-channel Experience Platforms across the customer lifecycle — Purchase → Operate → Grow. The role combines strategic vision, product ownership, and delivery leadership, orchestrating business alignment, technology integration, and data governance to make digital ecosystem the central engine for customer engagement, retention, and lifetime value. 2. Key Responsibilities A. Strategy & Vision • Define and drive the CRM & Customer Platform Strategy aligned with Digital Transformation Roadmap and Deloitte-led enterprise modernization program. • Build a unified customer data and engagement strategy, integrating Sales, Service, Marketing, and Analytics. • Establish CRM as the core of customer ownership and a strategic enabler for data-driven decision-making across the organization. • Identify opportunities to scale digital capabilities B. Product Leadership & Roadmap Execution • Lead a team of Product Managers and Platform Owners managing Sales CRM, Service CRM and integrated CX applications. • Prioritize and deliver platform roadmaps with measurable business impact and user adoption. • Oversee system integrations across multiple digital touchpoints • Build scalable, mobile-first experiences to enhance productivity for field users and engagement for customers. C. Business Alignment & Governance • Partner with Business Heads to align CRM capabilities with sales and service processes. • Drive governance for Trifecta (Customer–Contact–Asset) data model, ensuring accuracy and consistency across systems. • Define KPIs for customer engagement, funnel conversion, service SLAs, and digital adoption. • Collaborate with Finance and HR to ensure CRM-linked process automation aligns with enterprise controls. D. Data & Analytics Integration • Work closely with the Head of Data & Analytics to enable 360° customer visibility through dashboards and predictive insights. • Champion advanced analytics in CRM for lead scoring, opportunity forecasting, service alerts, and customer value segmentation. • Govern data standards, API integrations, and data quality controls to ensure reliable and compliant use of customer data. E. Change Management & Adoption • Lead enterprise-wide CRM adoption and training programs across business units. • Build a Center of Excellence (CoE) for CRM and Customer Platforms — including best practices, governance models, and capability development. • Measure adoption KPIs, user satisfaction, and digital maturity across functions. • Promote a culture of digital-first customer engagement and continuous improvement. 4. Education & Experience • B.E./B.Tech in Engineering, Information Systems, or related discipline. • MBA or equivalent degree in Marketing / Strategy / General Management preferred. • 12–18 years of experience in Digital Transformation, CRM Ownership, or Product Leadership roles. • At least 5 years in a leadership capacity managing cross-functional CRM or CX platforms. • Proven success in implementing or governing Salesforce, Oracle CX, Microsoft Dynamics 365, or equivalent enterprise CRM suites. • Strong understanding of B2B customer lifecycle management in Industrial, Heavy Equipment, Automotive, or Manufacturing environments. • Exposure to SAP integration, data modernization, and analytics platforms 5. Technical & Functional Competencies • Platform Strategy, Product Roadmap Governance, Vendor/Partner Management • CRM Platforms (Salesforce / Oracle CX / Dynamics CRM), SAP Integration, Mobile CRM Enablement • Omni-channel CX Design, Customer Onboarding, Lifecycle Analytics • Data Quality, Master Data Management, Funnel & Retention Analytics • CRM Adoption Strategy, CoE Development, Process Reengineering • Marketing Automation, Chatbots, Self-Service Portals, AI/ML Insights in CRM 6. Leadership & Behavioral Competencies • Strategic Influence – Shapes digital strategy and inspires alignment across functions. • Customer-Centric Mindset – Places customer lifetime value at the center of decision- making. • Execution Excellence – Translates strategy into delivery milestones with clear ROI metrics. • Collaboration & Team Building – Builds strong partnerships with internal stakeholders and partners. • Analytical Agility – Leverages data to drive strategy and performance outcomes. • Accountability & Ownership – Takes responsibility for platform success and business adoption.