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Job title: Manager – Lead Management & VOC IMEA We are seeking a manager – Lead Management, CRM & VOC to join our customer excellence - marketing & Strategy team in the IMEA region. In this pivotal role, you will manage and execute CRM initiatives, marketing automation processes, and end-to-end service cloud and enquiry management operations. Additionally, you will lead the Voice of the Customer (VOC) program to capture and share customer insights across business units, ensuring these findings help shape future strategies. You will also be instrumental in the future deployment of service cloud and VOC programs across other IMEA countries, aligning with global teams and local SBUs to ensure consistent execution and continuous improvement. This role is critical to Henkel’s digital transformation efforts, where you will oversee B2B platform operations, manage relationships with agencies, and collaborate with cross-functional teams to drive business growth and enhance customer experience across the region. Roles & Responsibilities: Service Cloud & Enquiry Management: Oversee the end-to-end Enquiry Management process, ensuring inquiries are handled efficiently and providing excellent customer service. Manage the Service Cloud system to ensure customer inquiries are tracked, resolved, and fed back into the CRM and VOC systems to improve future experiences. Work with cross-functional teams to ensure smooth integration between CRM, Service Cloud, and other customer experience tools. CRM Strategy & Execution: Develop and execute a comprehensive B2B CRM strategy for India, aligned with business objectives such as lead engagement, customer retention, repeat purchases, and improved funnel velocity. Oversee the B2B CRM campaign calendar, collaborating with internal stakeholders and agencies to ensure efficient and impactful campaign execution. Lead the future deployment of CRM strategies and campaigns across other IMEA countries, ensuring consistency and adapting to regional needs. VOC Program Management: Lead the Voice of the Customer (VOC) program in aliment with global VOC team, gathering customer feedback, analyzing trends, and identifying opportunities for improvement. Conduct VOC sessions with local SBUs in India to share insights and findings, facilitating conversations on customer pain points and expectations. Work with the Global Customer Experience team to ensure alignment of VOC activities across regions, sharing key insights and contributing to broader customer experience strategies. Although the role does not own improvement areas, you will play a key role in facilitating feedback sessions and ensuring actionable insights are shared with relevant teams. Marketing Automation & Campaign Management: Use Marketo and other marketing automation tools to create, execute, and optimize lead nurturing campaigns that drive customer engagement and conversion. Ensure the seamless integration of CRM, automation, and VOC data to drive personalized and effective campaigns across all customer touchpoints. Continuously test and optimize campaigns to improve lead qualification, engagement, and ROI. Operations Management in India: Lead and manage CRM and VOC operations in India, ensuring that all campaigns, processes, and tools are aligned with Henkel’s regional and global standards. Oversee daily operations, ensuring optimal performance of CRM campaigns, lead management, enquiry handling, and VOC initiatives within India. Cross-Functional Collaboration: Align with local SBUs and the Global Customer Experience team to ensure consistent execution of CRM and VOC strategies across regions. Work closely with internal teams (Marketing, Sales, Customer Service, Product Divisions, eCommerce, Tech) and external agencies to ensure seamless campaign execution and alignment on business objectives. Agency and Stakeholder Management: Manage relationships with external agencies, ensuring timely delivery and high-quality execution of CRM campaigns and VOC reporting. Lead cross-functional teams to ensure alignment on objectives, tracking, and performance measurement. Customer Segmentation & Insights: Develop and implement advanced customer segmentation strategies that leverage VOC insights, CRM data, and market trends to create personalized campaigns. Use data-driven insights to continuously refine customer journeys, optimize lead conversion, and improve overall campaign effectiveness. Skill & Qualification: 5+years of experience in digital transformation and customer experience, preferably in the B2B or manufacturing sector. Hands-on experience with Salesforce Service Cloud, enquiry management systems, and CRM platforms. Proficient in marketing automation tools (Marketo, Adobe, Salesforce). Proven ability to lead VOC programs, analyze feedback, and present strategic insights. Strong background in B2B marketing, with experience influencing both tech and business stakeholders. Excellent project management and agency handling capabilities. Demonstrated experience in multi-country roles with adaptability to regional market needs. Strong communication and presentation skills for engagement with senior leadership. Experience leading teams and driving cross-functional marketing programs. Self-motivated with strong multi-tasking, budget management, and timeline adherence. Show more Show less
