Senior Manager - Digital Customer Experience

- Design and manage the digital customer experience solutions using CRM platform collaborating with internal stakeholders, solution providers and implementation partners.

Role & Responsibility:

- Driving Availability, Effectiveness and Adaption of Digital solutions in the area of Sales & Marketing solutions.

- Design, develop and implement SFDC/CRM based solutions along with Digital Customer Experience COE Lead.

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

- Monitor effective Usage of the Digital Solutions by tracking & publishing customer usage/feedback metrics.

- Key Point of Contact for operation support and release management for all CRM-based solutions.

- Analyze the impact of new system/solution upgrades to implemented solutions in our landscape and execute the required changes.

- Enablement of Alignment with Business Processes

- Work with business stakeholders and Digital Customer Experience COE lead to identify, plan, implement and maintain business enablers using digital applications/solutions.

- Understand existing business practices and suggest changes to technology-enabled best practices in the space of customer experience.

- Keep up with the fast-paced changes in the digital solutions/innovations space, Stay up to date with new Salesforce/CRM releases and products.

- Educate the business on the value of driving digital adaption internally as well eternally in all customer-facing applications/solutions.

Qualifications & Experience:

Mandatory: Graduation with a bachelor's degree or master's degree.

Preferred: Computer Science, Information Systems.

Functional/ Technical Competencies:

- Must have experience in salesforce CRM implementation including mobile Apps.

- In-depth understanding of the capabilities and constraints of the SFDC CRM application.

- Proficiency in Salesforce CRM - Sales Cloud /Partner Cloud /Marketing Cloud.

- Experience working across the full Salesforce project lifecycle from analysis, design, and testing to implementation.

- Knowledge of salesforce lightning and core languages (Apex, Force.com, and SOQL ) is a plus.

- Ability to learn/work on other digital technologies in the area of customer engagement

- Good to have an understanding or working knowledge of other CRMs, ERP like SAP, and Microsoft Dynamics.

Behavioral/ Managerial Competencies:

- Communication /Collaboration Skills

- Customer Centricity

- Vendor Management & Delivery Management

- Problem Solving

- Willing to travel to plant locations as per need