Talent.com
Head (CRM & Customer Platforms)

Head (CRM & Customer Platforms)

Career Brainjaipur, rajasthan, in
7 hours ago
Job description

Department : Digital

Location : Chennai

Reports To : Leader - Digital Transformation and Customer Platforms

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.

    Create a job alert for this search

    Crm • jaipur, rajasthan, in

    Related jobs
    • Promoted
    Business Head – Growth & Operations | Startup Leadership Opportunity

    Business Head – Growth & Operations | Startup Leadership Opportunity

    uBreatheJaipur, Rajasthan, India
    General Manager – Business Operations (Jaipur | uBreathe).We are looking for a strong operator who can take full ownership of running our business end-to-end — across sales, operations, partnership...Show moreLast updated: 3 days ago
    • Promoted
    Lead Generation Executive

    Lead Generation Executive

    APPIT Software Incjaipur, rajasthan, in
    We are seeking an experienced and dynamic.The ideal candidate will have hands-on experience in B2B lead generation, strong communication skills, and proficiency in CRM and outreach tools.This role ...Show moreLast updated: 4 days ago
    • Promoted
    • New!
    Head of Communications

    Head of Communications

    WTFjaipur, rajasthan, in
    WTF is Nikhil Kamath’s media and content hotshop, where ideas, people, and culture collide.We create content (the WTF is Podcast and original IPs). We build campaigns and consult for brands, busines...Show moreLast updated: 7 hours ago
    • Promoted
    • New!
    Oracle HCM Journeys

    Oracle HCM Journeys

    Tata Consultancy Servicesjaipur, rajasthan, in
    Looking immediate joiners or 30 days' notice period serving candidates for Oracle HCM Journeys.Job Title- Oracle HCM Journeys. Hands-on experience with Oracle Cloud Human Capital Management (HCM) im...Show moreLast updated: 7 hours ago
    • Promoted
    • New!
    CRM & Retention Manager

    CRM & Retention Manager

    Plumjaipur, rajasthan, in
    LTV), engagement, and loyalty across our D2C ecosystem.This role combines strategy, analytics, and creativity — focused on strengthening customer relationships through data-led insights, automated ...Show moreLast updated: 7 hours ago
    • Promoted
    • New!
    Platform Head– Innovation

    Platform Head– Innovation

    Wadhwani FoundationJaipur, Rajasthan, India
    Job Title : Platform Head– Innovation to Translation Support and Grant Management Location : India (Delhi preferred) Department : Wadhwani Innovation Network (WIN) About Wadhwani Foundation : Wadhw...Show moreLast updated: 1 hour ago
    • Promoted
    Manager - CRM

    Manager - CRM

    EmeritusJaipur, IN
    Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world.It does this by col...Show moreLast updated: 17 days ago
    • Promoted
    • New!
    Channel Head

    Channel Head

    Kotak Mutual Fundjaipur, rajasthan, in
    Managing the entire Retail and Banking distribution channel for Chennai.Engaging with Corporate clients and manage corporate distribution / sales. Manage direct selling so as to mobilize revenue grow...Show moreLast updated: 7 hours ago
    • Promoted
    • New!
    CRM Manager

    CRM Manager

    Newton School of Technologyjaipur, India
    This is a hands-on CRM and marketing automation role for a professional who can design.You will build multi-channel CRM journeys, create conversion-focused communication, run.A / B tests, set up trig...Show moreLast updated: 14 hours ago
    • Promoted
    Head of New Product Development (NPD)

    Head of New Product Development (NPD)

    Blue Signal SearchJaipur, IN
    Head of New Product Development (NPD).Nationwide (Remote – with up to 50% international travel).Fluency in English is essential for collaboration across our global teams. Aesthetic Medicine, Consume...Show moreLast updated: 30+ days ago
    • Promoted
    Zonal Sales Head - FMCG

    Zonal Sales Head - FMCG

    Bharat Earn Technology Pvt LtdJaipur, India
    We are seeking a result-oriented and strategic Zonal Sales Head to drive FMCG business expansion across multiple geographies. The incumbent will be responsible for setting up and managing the comple...Show moreLast updated: 1 day ago
    • Promoted
    Cluster Head

    Cluster Head

    Peoplemint ConsultantsJaipur, Rajasthan, India
    Location-Mumbai Grade - upto AVP - To lead and manage the Agri Banking business across the assigned cluster / region by driving sales, ensuring portfolio growth, maintaining asset quality, and deve...Show moreLast updated: 30+ days ago
    • Promoted
    Head of Sales- APAC

    Head of Sales- APAC

    EtiyaJaipur, IN
    We are a community of innovators, dreamers, and doers.We welcome like-minded teamplayers to #ExceedEveryday with us!.We are a global software company with more than 1600 employees in 3 continents, ...Show moreLast updated: 5 days ago
    • Promoted
    Implementation Head (HCM)

    Implementation Head (HCM)

    Darwinboxjaipur, rajasthan, in
    Role : Implementation head (HCM).Location - Hyderabad, Bangalore, Mumbai.About Darwinbox : Darwinbox is Asia's fastest-growing HR technology platform, designing the future of work by building the wor...Show moreLast updated: 30+ days ago
    • Promoted
    Director, CRM

    Director, CRM

    Cventjaipur, rajasthan, in
    Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent deli...Show moreLast updated: 30+ days ago
    • Promoted
    Business Head

    Business Head

    Rankawat GroupJaipur, Rajasthan, India
    Rankawat Group, a fast-growing real estate developer with projects across India and Dubai, is looking for a Business Head to lead operations and lead its sales division. The role involves driving re...Show moreLast updated: 3 days ago
    • Promoted
    multiple job

    multiple job

    Gopal Sharma Memorial SchoolAmber, Rajasthan, India
    Gopal Sharma Memorial International School (GSMIS)—India’s pioneering educational institution—now arrives in Jaipur (Eden’s Garden, Rajawas, Sikar Road) and invites applications for the following v...Show moreLast updated: 16 days ago
    • Promoted
    Head of Marketing, India

    Head of Marketing, India

    Branch Internationaljaipur, rajasthan, in
    Branch is a leading AI-based lending fintech with 50M+ downloads across India and Africa.We use alternative data to reach millions of people that are largely excluded from the financial sector.Head...Show moreLast updated: 30+ days ago