CRM Manager

As a Manager Lead Management & VOC in the IMEA region, you will play a pivotal role in managing and executing CRM initiatives, marketing automation processes, and end-to-end service cloud and enquiry management operations. Your responsibilities will also include leading the Voice of the Customer (VOC) program to capture and share customer insights across business units. **Key Responsibilities:** - Oversee the end-to-end Enquiry Management process to ensure efficient handling of inquiries and excellent customer service. - Manage the Service Cloud system to track and resolve customer inquiries, feeding back insights into CRM and VOC systems for future improvements. - Develop and execute a comprehensive B2B CRM strategy aligned with business objectives such as lead engagement, customer retention, and improved funnel velocity. - Lead the VOC program by gathering feedback, analyzing trends, and identifying improvement opportunities. - Utilize marketing automation tools to create, execute, and optimize lead nurturing campaigns that enhance customer engagement and conversion. - Lead and manage CRM and VOC operations in India, ensuring alignment with regional and global standards. **Qualifications Required:** - 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. - Proficiency in marketing automation tools such as Marketo, Adobe, and Salesforce. - Demonstrated ability to lead VOC programs, analyze feedback, and present strategic insights. - Strong background in B2B marketing, influencing both tech and business stakeholders. - Excellent project management and agency handling capabilities. - Experience in multi-country roles with adaptability to regional market needs. - Strong communication and presentation skills for engaging with senior leadership. - Experience leading teams and driving cross-functional marketing programs. This role is critical to Henkel's digital transformation efforts and will involve collaborating with cross-functional teams, managing relationships with agencies, and driving business growth to enhance customer experience across the region.,