Head (CRM & Customer Platforms)

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.

Marketing, and Analytics.

decision-making across the organization.

B. Product Leadership & Roadmap Execution

and integrated CX applications.

adoption.

engagement for customers.

C. Business Alignment & Governance

and consistency across systems.

adoption.

enterprise controls.

D. Data & Analytics Integration

dashboards and predictive insights.

alerts, and customer value segmentation.

compliant use of customer data.

E. Change Management & Adoption

practices, governance models, and capability development.

4. Education & Experience

Leadership roles.

365, or equivalent enterprise CRM suites.

Equipment, Automotive, or Manufacturing environments.

5. Technical & Functional Competencies

Enablement

6. Leadership & Behavioral Competencies

making.

and partners.

adoption.