TM CRM

Job Purpose

The purpose ofTM CRM is to assist Head Digital CX in selecting, implementing, and driving the adoption of leading CRM platform(s) across businesses in Hindalco, to transform our sales effectiveness and customer experience. This role will be supportive in integrating CRM, Agentic Field Sales applications, B2B commerce functionalities and NPS platforms to enhance our customer interactions and business operations.

TM CRM is jointly responsible for implementing CRM platform(s) that improves customer engagement, retention, and value. This would involve coordinate with cross-functional teams, vendors and key stakeholders, internal and external to HIL, to ensure a unified approach to customer management. The TM CRM will oversee the implementation, upkeep and maintenance of CRM system(s) and enhance these to ensure it serves the company's needs effectively, while driving measurable impact.

The role combines deep technical expertise with strong operational ownership to support critical CRM / related application needs. This is a technical role, and knowledge of the Sales & Marketing processes is a plus.

Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

CRM Platform Strategy, Implementation, and vendor management

• Support Head Digital Cx in developing comprehensive strategies for CRM/Field sales/Agentic AI platform selection that aligns with our sales and customer experience goals.
• Manage relationships with CRM vendors and service providers to ensure they meet our business needs and deliver high-quality support.

B2B Commerce Integration

• Incorporate B2B commerce, Agentic AI and transactional Field sales app capabilities into the CRM platform to streamline customer interactions and transactions.
• Enhancement of Customer Self-Service Capabilities order placement, tracking shipments, and managing accounts without intervention from a sales representative.
• Offer comprehensive order history and reordering features that enable customers to repeat past orders with ease, improving their purchasing experience.
• Implement a seamless integration between the CRM platform and the B2B e-commerce portal to ensure data consistency and provide a unified customer view.
• Oversee the migration, integrity, and security of customer data within the CRM platform.

Championing adoption and change management.

• Implement regular training sessions for the sales team on CRM functionalities and best practices to enhance their efficiency.
• Drive the adoption of the new CRM systems across the organization through effective training and change management practices.
• Assist Head Digital Cx in establishing KPIs to measure the effectiveness of the CRM platform and B2B commerce integration in achieving sales and customer experience objectives

Integration & System Coordination

• Ensure smooth integration between CRM, ERP systems, coordinating with SI and vendors

Vendor & Escalation Management

• Coordinate with platform OEMs and system integrators for defect resolution, escalations, and technical support

Standards, Controls & Compliance

• Ensure adherence to technical standards, controls, and defined change governance processes, and smooth BAU operation of the tools

Continuous Improvement

• Drive system optimization, performance improvements, and operational robustness