Head – CRM Business

Job Description Job Purpose : This position is responsible for developing and implementing CRM strategies, overseeing the creation and monitoring of CRM systems, and ensuring alignment with organizational objectives. As the Head CRM, incumbent will play a pivotal role in enhancing customer satisfaction, loyalty, and retention while maximizing business value. Responsibilities # ACCOUNTABILITIES ACTIVITIES CRM Implementation and Integration Lead the implementation and integration of a comprehensive CRM system to centralize customer data and streamline communication channels between marketing, sales, and other departments. Collaborate with IT and data management teams to design and customize CRM solutions tailored to the unique needs of the fuel retail business. Review and select CRM software that meets our company’s needs. Understand business data and information requirements and how best to use data and information. Develop, manage and maintain business data and information needs. Data Management and Analytics Oversee the collection, analysis, and interpretation of customer data to derive actionable insights and inform strategic decision-making. Generate data analytics and insights from CRM data to support strategic decision-making and identify opportunities for business growth and optimization. Develop processes and procedures to ensure data integrity, accuracy, and compliance with regulatory requirements. Ensure data and information architectures are consistent and Business data and information quality, by managing all source data issues Solution Delivery Provide solutions to various data requirements of the Marketing, Sales, and other departments, leveraging CRM capabilities to address their specific needs and challenges. Support the project delivery, analytics aspects of solution development from concept to implementation. Gathering Report requirements from Business Users & manage End to End Reporting activities. Understand Change control Management and drive changes by performing Impact Analysis Ownership of all the deliverables such as Report designs, process improvements and consolidation exercises Customer Journey Mapping Conduct thorough analysis of customer journeys to identify pain points, opportunities for improvement, and innovative solutions to enhance overall satisfaction. Ensure data integration and synergies between retail outlets, fuel depots, storage facilities, and logistics operations. Ensure the CRM system generates an effective sales funnel Suggest marketing techniques that will drive new customers as well as specific marketing strategies to retain customers Stakeholder Engagement Engage with key stakeholders at all levels of the organization to gain buy-in, alignment, and support for CRM initiatives and projects Collaborate with sales, marketing, and other relevant departments to integrate CRM initiatives into broader business processes and initiatives. Performance Tracking and Reporting: Establish KPIs and metrics to measure the effectiveness of CRM efforts, regularly monitor performance, and provide insightful reports to senior management. Conduct market research to follow trends and competition Qualifications Educational Qualifications & Certifications: Bachelor's degree in Business Administration with MBA in Marketing Relevant (Functional/Level) & Total Years of Experience: 12-15 years of Experience Proven track record of success in CRM management, with at least 8 years of experience in a leadership role. Show more Show less