Senior Manager/AGM - IT Digital - Customer Experience Domain

Senior Manager/AGM - IT Digital - Customer Experience

- 8 to 10 years of experience in CRM / Digital Sales & Marketing space

- Must have experience in CRM implementations (Salesforce/ SAP C4/ Siebel/Microsoft Dynamics)

- Strong Change Management Skills

- Strong understanding of digital experience principles

- Ability to understand customer needs and preferences in the context of interactions with the company

- Excellent communication skills (oral as well as written English).

- Deliver a Seamless Digital Experience for the Customer

- Develop / Deploy a seamless Digital Customer Experience on the company's CRM /website /mobile applications.

- Ensure that customers have a good experience at every digital touchpoint with the company (across the customer lifecycle)

- Deliver a step change in the digital experience of the company- customers

- Deployment of Solutions for Marketing & Sales based on Emerging Technologies like Analytics, AI, RPA.

- IT Adaption & Effectiveness

- Lead the Digital Customer Experience design and Solution design

- Coordinate various platforms and create the best experience for every customer

- Deliver new digital products and enhancements to existing products to achieve improvements in online and offline customer journeys

- Ensure Effective Usage of the Digital Solutions by tracking & publishing customer usage / feedback metrics

- Drive Projects / Solution Implementation

- Deliver a digital governance framework with policies and standards

- Key Point of Contact for support and for specific projects between the IT function and the relevant key stakeholders in the business.

- 8 years (in the area of Digital Experience) + Domain expertise in Sales, Marketing and Customer Service