Senior Manager - CRM & Applications Management & Customer Experience

Job description

**Job Purpose** We are looking for an experienced professional to drive CRM and Sales IT transformation initiatives, enabling improved sales efficiency and customer experience. The role will act as a bridge between Business and IT, leading CRM enhancements, digital tool deployment, analytics, and stakeholder management across the sales network. **Key Responsibilities** - Gather business requirements and prepare Business Requirement Documents (BRDs) for CRM and Sales IT enhancements. - Coordinate with IT teams for development, testing, deployment, and implementation of new features and applications. - Ensure uptime, performance, and governance of CRM and sales applications. - Develop and maintain dashboards, MIS, and reports using Power BI/Tableau. - Drive deployment and adoption of digital sales tools across dealerships and field sales teams. - Monitor system performance, resolve critical issues, and coordinate with stakeholders for timely resolution. - Ensure data accuracy, reporting quality, and customer journey compliance across systems. - Conduct user training and support implementation of new digital initiatives. - Work closely with Sales, IT, CX, Analytics, and Dealer teams to deliver business transformation projects. **Desired Candidate Profile** - B.E/B.Tech or Graduation + MBA (Full Time) - 4 to 10 years of experience in CRM, Sales Process Excellence, IT Enablement, or Digital Transformation within the automobile industry. - Experience in preparing BRDs and managing business-to-IT requirement gathering. - Hands-on experience with CRM platforms (Siebel CRM preferred), Dealer Management Systems (DMS), or similar applications. - Strong exposure to Power BI/Tableau, dashboards, reporting, and data analytics. - Experience in managing digital transformation and application deployment projects. - Excellent stakeholder management, communication, and presentation skills. - Strong analytical, problem-solving, and project management capabilities. **Preferred Industry** Automotive / Passenger Vehicles / Commercial Vehicles / Auto OEMs. **Key Skills** CRM, Siebel CRM, Sales Process, Business Requirement Document (BRD), IT Enablement, Digital Transformation, Power BI, Tableau, Data Analytics, Dashboarding, DMS, Stakeholder Management, Project Management, Customer Experience (CX), Sales Operations, Business Analysis, CRM Implementation.