Tm CRM

**Designation**:Manager

**Updated**:December 26, 2024

**Location**:Maharashtra, India

**Organization**:Metals

**1) Job Purpose**

The purpose of** TM CRM** is to assist Lead CRM in selecting, implementing, and driving the adoption of a leading CRM platform to transform our sales effectiveness and customer experience. This role will be supportive in integrating B2B commerce functionalities to enhance our customer interactions and business operations.

TM CRM is responsible for implementing CRM platform that improves customer engagement, retention, and value. This entails implementation and driving adoption of a leading CRM platform to transform B2B sales effectiveness and customer experience. This would involve coordinate with cross-functional teams to ensure a unified approach to customer management, while overseeing the CRM system and enhance it to ensure it serves the company’s needs effectively by regularly measuring impact against business goals. Implementing CRM platform that improves customer engagement, retention, and value is core to the role.

**Key Result Areas/Accountabilities**:
**Key Result Areas/Accountabilities**

**Supporting Actions**

CRM Platform Strategy, Implementation, and vendor management
- Support Lead CRM in developing a comprehensive strategy for CRM platform selection that aligns with our sales and customer experience goals.
- Support Lead CRM in developing a comprehensive strategy & framework for CRM platform selection that aligns with our sales and customer experience goals.
- Manage relationships with CRM vendors and service providers to ensure they meet our business needs and deliver high-quality support.

B2B Commerce Integration
- Incorporate B2B commerce capabilities into the CRM platform to streamline customer interactions and transactions.
- Enhancement of Customer Self-Service Capabilities order placement, tracking shipments, and managing accounts without intervention from a sales representative.
- Offer comprehensive order history and reordering features that enable customers to repeat past orders with ease, improving their purchasing experience.
- Implement a seamless integration between the CRM platform and the B2B e-commerce portal to ensure data consistency and provide a unified customer view.
- Oversee the migration, integrity, and security of customer data within the CRM platform.

Championing adoption and change management.
- Implement regular training sessions for the sales team on CRM functionalities and best practices to enhance their efficiency.
- Drive the adoption of the new CRM system across the organization through effective training and change management practices.
- Assist Lead CRM in establishing KPIs to measure the effectiveness of the CRM platform and B2B commerce integration in achieving sales and customer experience objectives

**Qualifications**:
Bachelor Of Technology,Bachelor Of Science,MBA

**Minimum Experience Level**:
3-5 Years

**Report to**:
General Manager