Role Overview :

As the Lead CRM, you will be at the forefront of driving our customer relationship management strategy, ensuring seamless and personalized experiences across all touchpoints. Your day-to-day will involve leading a team of CRM professionals, collaborating closely with sales, marketing, and product teams to optimize our CRM system and related applications.

You will be instrumental in leveraging data-driven insights to enhance customer engagement, improve sales effectiveness, and ultimately contribute to significant business growth. This role is based in Gurgaon/Gurugram.

Key Responsibilities :

- Lead the CRM team in the design, development, and implementation of CRM strategies to enhance customer acquisition, retention, and loyalty.

- Manage and optimize our CRM system (.Net based), ensuring data integrity, system performance, and user adoption across the organization.

- Collaborate with cross-functional teams to integrate CRM with other business systems, such as marketing automation platforms, e-commerce platforms, and customer service tools, using APIs.

- Develop and maintain CRM reports and dashboards to track key performance indicators (KPIs) and provide actionable insights to stakeholders.

- Implement and manage AI-powered tools like Copilot and Power Agent within the CRM environment to automate tasks, personalize customer interactions, and improve efficiency.

- Oversee the development of engaging and visually appealing customer communications using tools like Canva, ensuring brand consistency and effectiveness.

- Manage and maintain Azure cloud infrastructure related to CRM, ensuring scalability, security, and reliability.

- Stay abreast of the latest CRM trends and technologies, evaluating and recommending new solutions to improve our CRM capabilities.

Required Skillset :

- Demonstrated ability to lead and mentor a team of CRM professionals, fostering a collaborative and high-performance environment.

- Proven expertise in designing, implementing, and managing CRM systems, preferably with experience in .Net based CRM platforms.

- Strong understanding of CRM best practices and methodologies, with the ability to translate business requirements into technical solutions.

- Proficiency in integrating CRM with other business systems using APIs and other integration technologies.

- Experience with AI-powered tools like Copilot and Power Agent, and a passion for leveraging AI to enhance customer experiences.

- Ability to create visually appealing and engaging customer communications using tools like Canva.

- Solid understanding of Azure cloud infrastructure and its role in supporting CRM systems.

- Excellent communication, interpersonal, and presentation skills, with the ability to effectively communicate complex technical concepts to non-technical audiences.

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Adaptable to a dynamic work environment and capable of managing multiple projects simultaneously.