CRM & Client Technology Executive
Job Summary :
We are seeking a proactive and technology-driven CRM & Client Technology Executive to lead the implementation of our Customer Relationship Management (CRM) system from the ground up. This role will be responsible for evaluating business requirements, coordinating CRM implementation, establishing CRM processes, migrating customer data, training users, and driving adoption across the organization. The ideal candidate should have hands-on experience implementing CRM solutions and be capable of translating business needs into effective CRM workflows.
Key Responsibilities :
· Lead the end-to-end implementation of a CRM system from planning through deployment.
· Gather business requirements from Sales, Marketing, Customer Service, and other stakeholders.
· Evaluate CRM platforms and assist in selecting the most suitable solution.
· Configure CRM modules, workflows, pipelines, user roles, permissions, and automation.
· Design and establish CRM processes, standards, and best practices.
· Coordinate with CRM vendors, implementation partners, and internal IT teams.
· Plan and execute customer data migration, cleansing, validation, and deduplication.
· Configure dashboards, reports, and KPIs to support business decision-making.
· Identify opportunities to automate sales, customer service, and marketing processes.
· Develop user manuals, SOPs, and training materials.
· Conduct user training sessions and drive organization-wide CRM adoption.
· Perform system testing, User Acceptance Testing (UAT), and issue resolution before go-live.
· Monitor implementation progress, timelines, risks, and post-implementation support.
· Recommend continuous improvements and future enhancements to the CRM platform.
· Ensure CRM data security, governance, and compliance with company policies.
Preferred Qualifications :
· Experience implementing or administering CRM solutions within the Travel, Hospitality, Online Travel Agency (OTA), Tourism, Airline, Hotel, or other Service-based industries.
· Strong understanding of the customer lifecycle, including lead management, enquiry handling, quotations, bookings, payments, customer servicing, and post-sales engagement.
· Hands-on experience with CRM platforms such as Zoho CRM, Salesforce, HubSpot, Microsoft Dynamics 365, Freshsales, or similar solutions.
· Experience integrating CRM systems with communication channels such as Email, WhatsApp, telephony, and other business applications.
· Knowledge of workflow automation, customer segmentation, campaign management, and customer retention strategies.
· Experience coordinating with CRM implementation partners or technology vendors during system deployment.
· Relevant CRM certifications or project management certifications will be an added advantage.
Required Skills :
· CRM implementation and project coordination
· Business process analysis and process improvement
· Workflow and automation design
· Data migration and data quality management
· Stakeholder management
· Strong analytical and problem-solving skills
· Excellent communication and presentation skills
· Project management and implementation planning
· Microsoft Excel and reporting tools
· Basic understanding of SQL, APIs, or CRM integrations (preferred)
· Knowledge of Power BI or similar reporting tools (preferred)
Pay: ₹500,000.00 - ₹700,000.00 per year
Benefits:
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
