Job Description: Head - CRM & Analytics (Group Level)

Location: [HQ / Hyderabad / Open]Reporting to: Group Chief Business Officer / Group Leadership

Role Objective

The Head - CRM & Analytics will own and build a single source of truth for EBG Group across Marketing, Sales, Operations, Finance, and Leadership. This role is responsible for driving end-to-end CRM implementation, analytics visibility, automation, and data-driven decision-making across all EBG brands.

This is a transformation role, not a maintenance role.

Key Responsibilities

1. Group CRM Ownership

- Own and manage the group-wide CRM strategy across all brands

- Ensure end-to-end lead lifecycle tracking:

Campaign - Lead - Qualification - Closure - Payment - Post-sales - Operations

- Standardize CRM stages, dispositions, SLAs, and workflows across brands

- Eliminate siloed data between Sales, Marketing, Operations, Finance, and HR

2. Sales, Marketing & Operations Analytics

- Build universal analytics dashboards for:

Campaign-wise and creative-wise performance

CPC, CPL, CPQL, CPA, COA %

- Lead-to-qualification and closure funnel metrics

- Own post-sales analytics:

- Legal, documentation, site readiness, go-live status

- Store maturity and performance tracking

3. Automation & System Integration

Implement and manage:

- Cloud telephony integration (DID, call recordings, barging)

- IVR and toll-free systems

- WhatsApp, Email, SMS automation triggers

- Integrate AI / OpenAI-based transcription and disposition mapping

- Ensure automation from:

Lead generation - qualification - meeting - payment - onboarding - post-sales communication

4. Leadership & Decision Dashboards

- Create role-based dashboards for:

- Group leadership

- Business Heads

- Sales leaders

Operations and Finance teams

Enable leadership to:

- Identify bottlenecks

- Track SLA breaches

- Take action without manual follow-ups

5. Data Governance & SOPs

- Define and enforce:

- Data ownership and accuracy standards

- CRM usage discipline across teams

- SOPs for CRM hygiene, reporting, and escalation

- Work closely with HR to link CRM data with:

- Performance tracking

- Incentives and accountability

6. Cross-Functional Collaboration

Partner with:

- Marketing on campaign performance and scaling decisions

- Sales on pipeline health and conversion improvement

- Operations on post-sales execution tracking

- Finance on revenue, COA %, and cash-flow visibility

- Act as a central enabler, not a reporting bottleneck

Key Deliverables (First 6-9 Months)

- Single CRM instance or tightly integrated multi-CRM architecture

- Group-level analytics dashboards adopted by leadership

- Automated lead-to-post-sales workflows live across brands

Measurable improvement in:

- Lead response time

- Conversion rates

- Visibility and accountability

Skills & Experience

- 8-12+ years of experience in CRM, analytics, or revenue operations

- Strong hands-on experience with CRM platforms (Zoho, Salesforce, HubSpot, Freshsales, etc.)

Proven experience in:

- Sales & marketing analytics

- Funnel optimization

- Automation and system integration

Strong understanding of:

- Business metrics

- Operations workflows

- Leadership reporting

Preferred Background:

Experience working in:

- Multi-brand or group-level organizations

- High-growth startups or transformation phases

- Exposure to AI-led analytics or automation is a strong plus

What Success Looks Like?

- Leadership no longer asks, "Where are we stuck?" - they see it on dashboards

- Decisions are made with data, not assumptions

- CRM becomes a business backbone, not just a sales tool

- EBG operates as one connected system, not isolated functions