Head (CRM & Customer Platforms)

Department

Location

Reports To

1. Role Purpose

The Head – CRM & Customer Platforms will be responsible for defining, owning, and leading

Customer Relationship Management (CRM) and Omni-channel Experience

Platforms across the customer lifecycle — Purchase → Operate → Grow.

The role combines strategic vision, product ownership, and delivery leadership,

orchestrating business alignment, technology integration, and data governance to make

digital ecosystem the central engine for customer engagement, retention, and

lifetime value.

2. Key Responsibilities

A. Strategy & Vision

• Define and drive the CRM & Customer Platform Strategy aligned with Digital

Transformation Roadmap and Deloitte-led enterprise modernization program.

• Build a unified customer data and engagement strategy, integrating Sales, Service,

Marketing, and Analytics.

• Establish CRM as the core of customer ownership and a strategic enabler for data-driven

decision-making across the organization.

• Identify opportunities to scale digital capabilities

B. Product Leadership & Roadmap Execution

• Lead a team of Product Managers and Platform Owners managing Sales CRM, Service CRM

and integrated CX applications.

• Prioritize and deliver platform roadmaps with measurable business impact and user

adoption.

• Oversee system integrations across multiple digital touchpoints

• Build scalable, mobile-first experiences to enhance productivity for field users and

engagement for customers.

C. Business Alignment & Governance

• Partner with Business Heads to align CRM capabilities with sales and service processes.

• Drive governance for Trifecta (Customer–Contact–Asset) data model, ensuring accuracy

and consistency across systems.

• Define KPIs for customer engagement, funnel conversion, service SLAs, and digital

adoption.

• Collaborate with Finance and HR to ensure CRM-linked process automation aligns with

enterprise controls.

D. Data & Analytics Integration

• Work closely with the Head of Data & Analytics to enable 360° customer visibility through

dashboards and predictive insights.

• Champion advanced analytics in CRM for lead scoring, opportunity forecasting, service

alerts, and customer value segmentation.

• Govern data standards, API integrations, and data quality controls to ensure reliable and

compliant use of customer data.

E. Change Management & Adoption

• Lead enterprise-wide CRM adoption and training programs across business units.

• Build a Center of Excellence (CoE) for CRM and Customer Platforms — including best

practices, governance models, and capability development.

• Measure adoption KPIs, user satisfaction, and digital maturity across functions.

• Promote a culture of digital-first customer engagement and continuous improvement.

4. Education & Experience

• B.E./B.Tech in Engineering, Information Systems, or related discipline.

• MBA or equivalent degree in Marketing / Strategy / General Management preferred.

• 12–18 years of experience in Digital Transformation, CRM Ownership, or Product

Leadership roles.

• At least 5 years in a leadership capacity managing cross-functional CRM or CX platforms.

• Proven success in implementing or governing Salesforce, Oracle CX, Microsoft Dynamics

365, or equivalent enterprise CRM suites.

• Strong understanding of B2B customer lifecycle management in Industrial, Heavy

Equipment, Automotive, or Manufacturing environments.

• Exposure to SAP integration, data modernization, and analytics platforms

5. Technical & Functional Competencies

• Platform Strategy, Product Roadmap Governance, Vendor/Partner Management

• CRM Platforms (Salesforce / Oracle CX / Dynamics CRM), SAP Integration, Mobile CRM

Enablement

• Omni-channel CX Design, Customer Onboarding, Lifecycle Analytics

• Data Quality, Master Data Management, Funnel & Retention Analytics

• CRM Adoption Strategy, CoE Development, Process Reengineering

• Marketing Automation, Chatbots, Self-Service Portals, AI/ML Insights in CRM

6. Leadership & Behavioral Competencies

• Strategic Influence – Shapes digital strategy and inspires alignment across functions.

• Customer-Centric Mindset – Places customer lifetime value at the center of decision-

making.

• Execution Excellence – Translates strategy into delivery milestones with clear ROI metrics.

• Collaboration & Team Building – Builds strong partnerships with internal stakeholders

and partners.

• Analytical Agility – Leverages data to drive strategy and performance outcomes.

• Accountability & Ownership – Takes responsibility for platform success and business

adoption.