Job Title: Lead CRM & Sales Strategy
Function: Strategy & Planning
Location: Mumbai
Are you passionate about driving business transformation and delivering exceptional customer experiences Hindalco's AL business is seeking a leader to drive business excellence in sales & marketing. In this role, you will champion the adoption and integration of Salesforce (SF) as the core business platform, transforming how we engage with customers across presales, sales, and post-sales processes.
Key Responsibilities:
- Embed customer-centric practices through CRM to deliver exceptional and consistent experiences at scale.
- Own and drive outcomes in customer experience, sales effectiveness, and execution predictability.
- Lead behavioral change, moving teams from informal, relationship-led practices to disciplined, system-driven processes—while maintaining customer intimacy.
- Oversee rollout of B2B Commerce as a new channel for marketing within Downstream AL.
- Establish and monitor KPIs such as NPS, service SLAs, complaint closure rates, response times, sales productivity, and commitment predictability.
- Manage the integration of ICERTIS Contract Lifecycle Management with Salesforce to ensure contract fidelity in business processes.
- Collaborate closely with IT, sales operations, and ERP teams for seamless application support, data harmonization, and continuous enhancements.
- Define and implement CRM-driven business transformation strategies across the aluminum value chain for harmonized, embedded processes.
- Champion CRM adoption by presales, sales, and post-sales teams, making it a core daily tool for all customer-facing operations.
- Design end-to-end customer journeys and lead process transformation in sales, marketing, and customer support functions.
What We're Looking For:
- Proven experience leading CRM transformations, preferably with Salesforce, in a complex B2B environment.
- Strong background in change management, process reengineering, and cross-functional leadership.
- Ability to drive technology adoption and embed new ways of working across the organization.
- Excellent communication and stakeholder management skills.
- Experience with B2B Commerce platforms and contract lifecycle management tools is a plus.
