CRM Manager

4 days ago

India Calderys Full time

Responsibilities:

CRM (Continuous) Strategy Development

  • Develop and implement comprehensive CRM strategies to enhance customer acquisition, retention, and satisfaction.
  • Collaborate across EMEA & APAC sales, marketing, and customer services to align CRM initiatives with overall business objectives.
  • Optimise the lead to cash process and identify opportunities for improving customer interactions and satisfaction.

Change Management

  • Ensure that Calderys users and the organisation adopt and embrace Salesforce to be the "cockpit" for sales teams.
  • Manage regular communications on Salesforce (e.g. new features); responsible for training of all sales teams across EMEA & APAC by following a strong change management approach.

Performance Management

  • Establish KPIs to measure the effectiveness of CRM initiatives.
  • Regularly review and report on CRM performance (including usage), using insights to refine strategies.

Data Management

  • Ensure maintenance of customer / product segmentation to identify key customer / product groups and tailor strategies accordingly.

Industry trends and best practices

  • Stay updated on the latest CRM trends, tools, and best practices in the B2B sector.
    Continuously seek opportunities to innovate and improve CRM processes.

Profile/Competencies:

Education & Core Competencies

A technical graduate or an MBA with 7 to 10 years of relevant professional experience

Core Competencies (Job related)

  • Proven experience as a CRM Manager or in a similar role, preferably in a B2B environment.
  • Strong understanding of CRM systems and processes (Salesforce).
  • Experience with customer segmentation, campaign management, and customer journey mapping.
  • Proactive, detail-oriented, and capable of managing multiple projects simultaneously.
  • Proficient in Microsoft Office Suite and CRM software.
  • The candidate should have extensive experience in managing CRM Salesforce implementations and possess specific expertise in applying Salesforce solutions in a manufacturing sector.

Core Competencies (Cultural)

  • Executive Performance: Ability to Influence, engage and advise various (strong) stakeholders across the business.
  • A 'doer': this is a doing role, not just an oversight role. Must have a bias for action, speed in execution and personal accountability to achieve results.
  • Excellent analytical skills with the ability to interpret complex data and make data-driven decisions.
  • Strong communication and interpersonal skills, with the ability to build relationships and work collaboratively.

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