Dy Lead CRM Extrusions

1) Job Purpose

The role will lead the transformation of customer engagement and commercial operations for the Extrusion business by institutionalizing CRM as the core platform for all presales sales and post-sales processes

This role will own and continuously refine CRM processes for the Extrusion business ensuring accurate configuration of the complete product ecosystem including alloys tempers die and tooling libraries fabrication and finishing operations and operational constraints such as minimum order quantities run efficiencies and lead times. The position is responsible for disciplined quote creation for standard and custom profiles managing pricing approvals and enforcing structured contract and agreement tracking within CRM.

The individual will champion customer-centric ways of working delivering improved responsiveness higher predictability in order execution and enhanced customer experience metrics such as NPS and service SLAs. Responsibilities include integrating ICERTIS Contract Lifecycle Management with CRM enabling B2B commerce channels and driving analytics for forecast accuracy pricing discipline and delivery performance for Extrusion business. Success will be measured by sustained CRM adoption improved sales productivity and creation of a scalable transparent digitally-driven commercial engine for Extrusion.

4) Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

CRM led Strategy and Transformation for Extrusion Business

• Ensure Salesforce is the single source of truth for all commercial data and workflows
• Own and execute CRM led business transformation agenda across EXTRUSIONS
• Strategy to Execution custom module for Hindalco to be detailed well for P&B integration with day to day sales targets and operating targets integrated with sales activities during the year
• Ensure CRM SF is the backbone and single source of truth for EXTRUSIONS sales and marketing teams more like a a daily operating rhythm for decision making and performance reviews and customer/competitor / market intelligence
• Ensuring regular catch ups with other counterparts from other SBU for functional alignment and process harmonization
• Define and enforce field validations mandatory data entry & approval paths
• Conduct monthly CRM data audits and clean-up
• Maintain user roles permissions and access controls

Process Transformation in the S&M journey : Pre Sales Sales Post Sales Customer Portal NPD

• End to end journey design and implementation
• Alignment with lead on Salesforce operational governance
• Ensuring SF is leveraged while ensuring simple easy to implement process changes
• Ensure full ownership of all processes - Lead Enquiry Account onboarding visit opportunity funneling sales execution order visibility complaint and service workflows customer feedback

Lead adoption & change

• Define KPIs for successful adoption of CRM in areas of sales efficiency productivity transparency and system usage and customer engagements/ touchpoints
• Ensure team is aligned on reengineered processes through regular alignment sessions and training interactions
• Lead the adoption and be a change champions across EXTRUSIONS