Head (CRM & Customer Platforms)

Department : DigitalLocation : ChennaiReports To : Leader - Digital Transformation and Customer Platforms1. Role PurposeThe Head – CRM & Customer Platforms will be responsible for defining, owning, and leadingCustomer Relationship Management (CRM) and Omni-channel ExperiencePlatforms 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 makedigital ecosystem the central engine for customer engagement, retention, andlifetime value.2. Key ResponsibilitiesA. Strategy & Vision• Define and drive the CRM & Customer Platform Strategy aligned with DigitalTransformation 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-drivendecision-making across the organization.• Identify opportunities to scale digital capabilitiesB. Product Leadership & Roadmap Execution• Lead a team of Product Managers and Platform Owners managing Sales CRM, Service CRMand integrated CX applications.• Prioritize and deliver platform roadmaps with measurable business impact and useradoption.• Oversee system integrations across multiple digital touchpoints• Build scalable, mobile-first experiences to enhance productivity for field users andengagement 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 accuracyand consistency across systems.• Define KPIs for customer engagement, funnel conversion, service SLAs, and digitaladoption.• Collaborate with Finance and HR to ensure CRM-linked process automation aligns withenterprise controls.D. Data & Analytics Integration• Work closely with the Head of Data & Analytics to enable 360° customer visibility throughdashboards and predictive insights.• Champion advanced analytics in CRM for lead scoring, opportunity forecasting, servicealerts, and customer value segmentation.• Govern data standards, API integrations, and data quality controls to ensure reliable andcompliant 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 bestpractices, 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 ProductLeadership 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 Dynamics365, or equivalent enterprise CRM suites.• Strong understanding of B2B customer lifecycle management in Industrial, HeavyEquipment, Automotive, or Manufacturing environments.• Exposure to SAP integration, data modernization, and analytics platforms5. Technical & Functional Competencies• Platform Strategy, Product Roadmap Governance, Vendor/Partner Management• CRM Platforms (Salesforce / Oracle CX / Dynamics CRM), SAP Integration, Mobile CRMEnablement• 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 CRM6. 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 stakeholdersand partners.• Analytical Agility – Leverages data to drive strategy and performance outcomes.• Accountability & Ownership – Takes responsibility for platform success and businessadoption.