Job Title: CRM Lead
Department: Sales & Marketing
Industry: Food & Beverage / FMCG
Experience: 5–8 years
Job Summary
The CRM Lead is responsible for managing the organization's Customer Relationship Management (CRM) strategy to improve customer acquisition, engagement, retention, and loyalty. This role works closely with sales, marketing, customer service, and distribution teams to optimize customer data, automate campaigns, and drive revenue growth.
Key Responsibilities
- Develop and execute CRM strategies to improve customer engagement and retention.
- Manage and maintain CRM platforms (such as Salesforce, Zoho CRM, Microsoft Dynamics, or SAP CRM).
- Analyze customer behavior, purchasing patterns, and sales data to identify business opportunities.
- Design and execute customer segmentation and personalized marketing campaigns.
- Collaborate with sales, marketing, and trade teams to improve lead conversion and customer satisfaction.
- Track CRM KPIs, campaign performance, and customer lifetime value (CLV).
- Ensure data quality, governance, and compliance with data privacy regulations.
- Build dashboards and reports for senior management.
- Train sales and customer service teams on CRM best practices.
- Coordinate with IT and external vendors for CRM enhancements and integrations.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field.
- MBA is preferred.
- 5–8 years of CRM experience, preferably in the food, FMCG, or consumer goods industry.
- Experience with CRM tools such as Salesforce, Zoho CRM, Microsoft Dynamics, or SAP CRM.
- Strong analytical and reporting skills.
- Knowledge of customer lifecycle management and loyalty programs.
- Excellent communication and stakeholder management skills.
Preferred Skills
- CRM strategy and implementation
- Customer segmentation
- Marketing automation
- Data analysis (Excel, Power BI, Tableau)
- SQL (preferred)
- Campaign management
- Sales process optimization
- Project management
- Team leadership
Key Performance Indicators (KPIs)
- Customer retention rate
- Lead conversion rate
- Customer acquisition cost (CAC)
- Customer lifetime value (CLV)
- CRM adoption rate
- Campaign ROI
- Sales growth from CRM initiatives
- Data accuracy and completeness
Preferred Industry Experience
- Food Manufacturing
- FMCG
- Packaged Foods
- Dairy
- Beverages
- Frozen Foods
- Food Distribution
- Retail Food Chains
This JD can be customized further for a B2B food manufacturing, FMCG, QSR, or D2C food brand depending on the business model.
Pay: ₹50,228.88 - ₹50,813.24 per month
Work Location: In person
