Provide Overall Though Leadership for ABG way of Customer Experience Transformation
a) Create new avenue for affecting Customer experience journey through CRM and various satellite solutions like marketing cloud, mobile cloud, social cloud etc.
b) Ensure implementation of best practices in sales and marketing by conducting CRM reviews to ensure the Standard/Agreed processes have been adopted by businesses.
c) Regularly monitor the health of the projects in the practice to ensure that the projects are following the laid out processes, have a good risk mitigation plan and are delivered on schedule without compromising quality.
d) Regularly engage with the technology partners and OEM’s like Salesforce.com/Microsoft to disseminate new ways, global best practices, tools and technologies for taking CRM/CEX adoption in ABG to next level.
Drive Adoption and Business Value of IT
a) Ensuring business gets benefits from shared services by engaging a common Partner at Group level for CRM Shared services. Building repository of re-usable objects.
b) Participate in post-live project activities including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments.
c) Developing thoughtful and innovative strategies across customer segments through customer enablement and multi-channel integration
d) Conduct POC’s and pilot to increase depth of upcoming tools and technologies and create use cases for the same for ex social listening tools, Net promoter score integration with CRM.
Drive new frameworks and initiatives in E -comm
a) Proactively communicate and collaborate with the business SME’s and the technical team for creating artefacts like Business case, Business Requirements Document, Implementation requirement Document, Use cases, etc. for B2B and B2C ecomm including dealer portals.
b) Conduct POC’s and pilot to increase depth of upcoming tools and technologies and create use cases for the same for ex social listening tools, Net promoter score integration with CRM.
c) Drive usage with business by proving integration and Information architecture to integrate CRM with ERP/other IT applications tools works seamlessly across the organization.
Manage cross-functional partnerships required for the implementation and ensure regular cadence with the development and support partners.