Role Summary
The Head of CRM will be responsible for designing, implementing, and governing the end-to-end CRM strategy across Sales, Pre-Sales, Post-Sales, Customer Success, and Franchise operations. This role will ensure that the CRM functions as the single source of truth for customer lifecycle management, lead tracking, automation, engagement, retention, and revenue optimization.
Key Responsibilities
1. CRM Strategy & Governance
- Define and execute the CRM roadmap aligned with the organization’s growth strategy.
- Own CRM architecture, workflows, automation, and system integrations.
- Ensure mandatory CRM adoption across all verticals.
- Establish and monitor CRM governance framework (user access, audit controls, compliance standards).
2. Sales & Lead Lifecycle Management
- Design and optimize end-to-end lead capture to conversion workflows.
- Implement structured funnel tracking (MQL → SQL → Won/Lost).
- Improve lead conversion rates through process optimization and automation.
- Develop automated follow-ups, reminders, and SLA alerts.
- Minimize lead leakage through structured tracking mechanisms.
3. Customer Lifecycle & Retention
- Design structured customer onboarding journeys.
- Develop engagement and retention campaigns.
- Reduce churn through data-driven insights and automated triggers.
- Drive cross-sell and upsell initiatives to maximize customer lifetime value.
4. CRM Analytics & Reporting
- Design and maintain dashboards covering:
- Sales funnel performance
- Conversion percentages
- Lead ageing
- Revenue forecasting
- Team productivity metrics
- Provide weekly and monthly analytical insights to leadership.
- Ensure high standards of CRM data accuracy and reporting integrity.
5. Automation & System Integration
- Lead integration of CRM with:
- Telephony systems
- Marketing automation platforms
- ERP/Billing systems
- WhatsApp/SMS communication tools
- Increase automation coverage to reduce manual dependency.
- Continuously optimize workflows for operational efficiency.
6. Team Leadership & Adoption
- Lead and manage the CRM Administration and Automation team.
- Conduct user training across departments to drive CRM proficiency.
- Monitor and improve CRM adoption and compliance across verticals.
- Foster a data-driven culture within the organization.
Key Performance Indicators (KPIs)
- CRM adoption rate (% usage compliance)
- Lead conversion rate improvement (%)
- Reduction in lead leakage
- SLA adherence rate
- Customer churn reduction (%)
- CRM data accuracy (%)
- Automation coverage (%)
Required Qualifications & Experience
- 8–12+ years of experience in CRM / Business Systems management.
- Minimum 4+ years in a leadership role.
- Hands-on experience with platforms such as Salesforce, Zoho, HubSpot, or Freshsales.
- Strong understanding of sales funnels, customer lifecycle management, and automation.
- Experience working in multi-vertical or franchise business models preferred.
- Strong analytical, process design, and stakeholder management skills.
Job Types: Full-time, Permanent
Work Location: In person
