Janapriya Upscale - General Manager - CRM

Job Description: General Manager (18+ Years Experience)

Experience Required : 18-25 Years

Location: Hyderabad

Department: Sales and CRM

Reports To: Chief Marketing Officer

Role Summary

- The Director/Head of CRM will lead the strategic development, optimization, and governance of the company's Customer Relationship Management ecosystem. This role is responsible for defining long-term CRM vision, driving customer lifecycle strategy, leading omni-channel engagement, and ensuring maximum ROI through data-driven decision-making.

- The ideal candidate brings deep experience building CRM functions from the ground up, managing global teams, and integrating advanced technologies (AI, automation, analytics) to enhance customer value and business performance.

Key Responsibilities

Strategic Leadership & CRM Vision:

- Define and own the long-term CRM roadmap aligned to organizational goals.

- Develop a unified customer engagement strategy across acquisition, onboarding, retention, and loyalty.

- Establish governance around CRM data, tools, processes, and customer insights.

CRM Platform Ownership:

- Oversee implementation, optimization, and continuous improvement of CRM platforms (e.g., Salesforce, HubSpot, MS Dynamics, SAP CRM).

- Lead integrations with marketing automation, analytics tools, ERP systems, and customer support platforms.

- Ensure platform scalability, reliability, and compliance with data protection standards.
Customer Lifecycle & Segmentation

- Build segmentation frameworks, retention models, and customer journeys to improve engagement and lifetime value.

- Lead the development of omnichannel campaigns (email, SMS, app, web, call center, social).

- Drive personalization using data modeling, predictive analytics, and AI-driven insights.

Data, Analytics & Insights

- Own CRM reporting frameworks, dashboards, and KPI governance.

- Partner with Data & Analytics teams to derive actionable insights on customer behavior, churn, and business growth.

- Ensure integrity and usability of customer data across systems and teams.

Cross-Functional Collaboration

- Work closely with Marketing, Sales, Product, Customer Support, and IT to ensure seamless customer experiences.

- Act as the CRM evangelist and champion customer-centric decision-making across the organization.

Team Leadership

- Lead and mentor a global CRM team including managers, analysts, technologists, and campaign specialists.

- Build high-performing teams with a culture of innovation, accountability, and continuous learning.

Compliance & Governance

- Ensure all CRM and customer communication activities adhere to GDPR, CCPA, and relevant data privacy regulations.

- Implement high standards for data quality, security, and compliance.

Key Skills & Qualifications

- 18+ years of experience in CRM, customer lifecycle management, or digital transformation.

- Proven success in leading enterprise-level CRM programs and multi-channel engagement strategies.

- Strong understanding of data analytics, customer segmentation, and marketing automation.

- Deep hands-on experience with leading CRM platforms (Salesforce preferred).

- Strong leadership, communication, and stakeholder management skills.

- Ability to think strategically while executing with precision.

- Experience working with global teams and large-scale transformation projects.

Preferred Qualifications:

- MBA or Master's in Marketing, Analytics, Information Systems, or related fields.

- Experience in industries like Technology, Retail, FMCG, BFSI, Healthcare, or Telecom.

- Knowledge of AI-driven CRM tools, predictive modeling, and personalization technologies.
Success Metrics

- Improved customer retention, loyalty, and lifetime value.

- Increased CRM-driven revenue contribution.

- Enhanced data quality and platform adoption across teams.

- Successful delivery of CRM transformation milestones.

- Strong stakeholder satisfaction and cross-functional collaboration outcomes.