CRM Manager

As a Manager of Lead Management & VOC in the IMEA region, your role will involve overseeing and executing CRM initiatives, marketing automation processes, and end-to-end service cloud and enquiry management operations. You will lead the Voice of the Customer (VOC) program to gather and share customer insights across business units, shaping future strategies based on these findings. Your contribution to Henkel's digital transformation efforts will be crucial in overseeing B2B platform operations, managing agency relationships, and collaborating with cross-functional teams to enhance customer experience and drive business growth in the region. **Roles & Responsibilities:** - **Service Cloud & Enquiry Management:** - Ensure efficient handling of inquiries and provide excellent customer service throughout the end-to-end Enquiry Management process. - Manage the Service Cloud system to track and resolve customer inquiries, feeding back insights to CRM and VOC systems for future improvements. - Collaborate with cross-functional teams to integrate CRM, Service Cloud, and other customer experience tools seamlessly. - **CRM Strategy & Execution:** - Develop and execute a comprehensive B2B CRM strategy for India aligned with lead engagement, customer retention, repeat purchases, and improved funnel velocity. - Collaborate with stakeholders and agencies to execute impactful campaigns and oversee future deployment of CRM strategies in other IMEA countries. - **VOC Program Management:** - Lead VOC program aligned with the global VOC team, gathering feedback, analyzing trends, and identifying improvement opportunities. - Conduct VOC sessions with local SBUs in India, sharing insights and facilitating discussions on customer pain points and expectations. - **Marketing Automation & Campaign Management:** - Utilize Marketo and other tools to create, execute, and optimize lead nurturing campaigns that enhance customer engagement and conversion. - Integrate CRM, automation, and VOC data to personalize campaigns across all touchpoints and continuously improve lead qualification and ROI. - **Operations Management in India:** - Manage CRM and VOC operations in India to align with regional and global standards, ensuring optimal performance of campaigns, lead management, and VOC initiatives. - **Cross-Functional Collaboration:** - Align with local SBUs and the Global Customer Experience team to ensure consistent execution of CRM and VOC strategies. - Collaborate with internal teams and external agencies to execute campaigns and align on business objectives. - **Agency and Stakeholder Management:** - Manage relationships with external agencies to ensure quality execution of CRM campaigns and VOC reporting. - Lead teams to align on objectives, tracking, and performance measurement. - **Customer Segmentation & Insights:** - Develop advanced customer segmentation strategies using VOC insights, CRM data, and market trends to create personalized campaigns and improve effectiveness. **Qualifications:** - 5+ years of experience in digital transformation and customer experience, preferably in B2B or manufacturing sectors. - Hands-on experience with Salesforce Service Cloud, enquiry management systems, and CRM platforms. - Proficiency in marketing automation tools like Marketo, Adobe, and Salesforce. - Strong leadership in VOC programs, feedback analysis, and strategic insights presentation. - Background in B2B marketing influencing tech and business stakeholders. - Project management, agency handling, and multi-country adaptability. - Excellent communication, presentation, team leadership, and cross-functional marketing skills. - Self-motivated with strong multitasking, budget management, and timeline adherence abilities.,