Head Crm Sales

Role & responsibilities:

1. Role Purpose

The Product Manager Sales CRM will own the end-to-end product lifecycle of GMMCOs Sales CRM

platform, ensuring it becomes the single source of truth for all sales and customer engagement data

across the enterprise.

The incumbent will act as the bridge between business stakeholders and technology teams,

ensuring that GMMCOs CRM ecosystem evolves in alignment with the organization’s digital

transformation roadmap under the Deloitte engagement.

2. Key Responsibilities

A. Product Strategy & Governance

• Define the Sales CRM vision and roadmap, ensuring alignment with organizational strategy and

business outcomes.

• Partner with the vendor project leads to drive CRM modernization and ecosystem integration.

• Establish product governance mechanisms including backlog prioritization, roadmap reviews, and

success tracking.

• Maintain compliance with data quality, process governance, and GMMCO’s enterprise architecture

principles.

B. Business Process Alignment

• Map and optimize lead-to-order and customer onboarding processes within the CRM to improve

efficiency and user adoption.

• Collaborate with BU Sales Heads and Marketing teams to refine funnel stages, opportunity

tracking, and performance metrics.

• Drive Trifecta mapping (Customer–Contact–Asset) discipline to improve data quality and CX

orchestration.

C. Technology & Delivery Ownership

• Serve as Product Owner in Agile/Scrum setups with internal and external technology partners.

• Translate business needs into detailed user stories, functional specs, and acceptance criteria.

• Manage feature releases, testing, and deployment schedules, ensuring timely delivery of

enhancements.

• Ensure mobile-first CRM experiences and integration with SAP, Marketing Automation and

Aftermarket applications.

D. Data, Analytics & Insights

• Partner with the Data & Analytics team to build actionable dashboards (Lead to Win, Funnel

Health, Sales KPIs).

• Define CRM data standards, performance metrics, and validation rules to ensure accuracy and

reliability.

• Enable reporting and self-service analytics for Sales leadership and management teams.

E. Change Management & Adoption

• Drive CRM adoption across field sales and back-office users through structured enablement

programs.

• Develop training content, user guides, and release notes for system updates.

• Measure adoption trends and recommend process or feature improvements.

• Promote a data-driven culture within the Sales organization by embedding CRM usage in daily

operations.

Preferred candidate profile:

Sales Funnel Management and Opportunity Pipeline Analytics

• Agile/Scrum Product Management and Backlog Prioritization

• CRM Platform Experience (Salesforce / Oracle CX / Dynamics)

• Integration Experience with SAP and Analytics Tools

• Data Visualization and KPI Design

• Change Management and User Enablement

• Data Quality Management and Governance

• 5. Behavioral Competencies

• • Strategic Thinking – Aligns CRM roadmap with organizational goals

• • Collaboration & Influence – Works effectively across teams

• • Customer Orientation – Designs CRM features for user experience

• • Execution Excellence – Converts strategy into measurable outcomes

• • Analytical Thinking – Uses data to identify and drive improvement

• • Accountability – Takes ownership for performance and delivery