Roles and Responsibilities

• Lead the OneCRM program to implement the agreed CRM strategy and roadmap
• Work with BU Leadership and relevant Product Owners to drive the end-to-end design, roadmap, implementation plan
• Manage & prioritize detailed CRM project plans in collaboration with CRM CoE Members
• Assist in setting and managing best practices with Salesforce objects, data management, security and compliance
• Drive user success & adoption of CRM (SFDC) by enabling change network and stakeholder engagement
• Work closely with the BU Leadership to define performance metrics, and identify/execute improvement programs
• Continually support capability building for CoE in the area of Lightning Platform Development, Predictive & Prescriptive Analytics etc.
• Lead the CRM Partner Ecosystem, foster an innovation focused culture
• Program Planning, Delivery Governance, Resource Optimization & Monitoring of critical issues/risks across CRM projects
• Oversee tracking of key metrics (usage, operational, strategic) and KPIs driven from CRM along with BU team

Desired Qualification

• MBA in Sales and Marketing, BE/BTech with a technology focused mindset
• Must have managed 3+ end to end CRM (SFDC) program implementation for large scale, complex, multi-site and multi-regional, high visibility customer deployments involving cross-functional and cross-regional project teams
• Strong functional knowledge (Sales Strategy & Operations, TPM, KAM, Loyalty Management, Distribution, Quote/Order to Cash, Lead to Order etc.)
• Strong functional understanding of CRM technology ecosystem (Sales Cloud, Service Cloud, CPQ) and Martech tools
• Strong program management, change management experience in Sales & Service Transformation
• Expertise in issue/risk/escalation management, quality assurance, stakeholder management
• Expertise in Agile Program Delivery using various project management styles
• Adept in defining business requirements, building solution roadmap

Desired Experience

• 12+ years of overall experience
• 8+ years of strong Program Management experience

Desired Skills

• Excellent spirit of collaboration to work with varied teams and get results
• Strong analytical & customer first mindset
• Must have excellent communication, presentation, meeting facilitation, negotiation, decision making, and problem-solving skills
• Adept in B2B, B2C market dynamics, market research, consumer behaviour, technology trends, customer value understanding