945 Crm Management jobs in India

About this Position Are you passionate about B2B marketing, CRM, digital transformation, and customer experience? Do you thrive in a collaborative, fast-paced environment, balancing strategic thinking with hands-on execution? This could be the opportunity you’ve been looking for. We are seeking a Specialist CRM & Lead Management to join our customer excellence - marketing & Strategy team in the IMEA region. In this pivotal role, you will manage and execute CRM initiatives, marketing automation processes, and end-to-end service cloud and enquiry management operations. Additionally, you will lead the Voice of the Customer (VOC) program to capture and share customer insights across business units, ensuring these findings help shape future strategies. You will also be instrumental in the future deployment of service cloud and VOC programs across other IMEA countries, aligning with global teams and local SBUs to ensure consistent execution and continuous improvement. This role is critical to Henkel’s digital transformation efforts, where you will oversee B2B platform operations, manage relationships with agencies, and collaborate with cross-functional teams to drive business growth and enhance customer experience across the region.

What you´ll do

Service Cloud & Enquiry Management:

• Oversee the end-to-end Enquiry Management process, ensuring inquiries are handled efficiently and providing excellent customer service.
• Manage the Service Cloud system to ensure customer inquiries are tracked, resolved, and fed back into the CRM and VOC systems to improve future experiences.
• Work with cross-functional teams to ensure smooth integration between CRM, Service Cloud, and other customer experience tools.

CRM Strategy & Execution:

• Develop and execute a comprehensive B2B CRM strategy for India, aligned with business objectives such as lead engagement, customer retention, repeat purchases, and improved funnel velocity.
• Oversee the B2B CRM campaign calendar, collaborating with internal stakeholders and agencies to ensure efficient and impactful campaign execution.
• Lead the future deployment of CRM strategies and campaigns across other IMEA countries, ensuring consistency and adapting to regional needs.

VOC Program Management:

• Lead the Voice of the Customer (VOC) program in aliment with global VOC team, gathering customer feedback, analyzing trends, and identifying opportunities for improvement.
• Conduct VOC sessions with local SBUs in India to share insights and findings, facilitating conversations on customer pain points and expectations.
• Work with the Global Customer Experience team to ensure alignment of VOC activities across regions, sharing key insights and contributing to broader customer experience strategies.
• Although the role does not own improvement areas, you will play a key role in facilitating feedback sessions and ensuring actionable insights are shared with relevant teams.
• Marketing Automation & Campaign Management:
• Use Marketo and other marketing automation tools to create, execute, and optimize lead nurturing campaigns that drive customer engagement and conversion.
• Ensure the seamless integration of CRM, automation, and VOC data to drive personalized and effective campaigns across all customer touchpoints. Continuously test and optimize campaigns to improve lead qualification, engagement, and ROI.

Operations Management in India:

• Lead and manage CRM and VOC operations in India, ensuring that all campaigns, processes, and tools are aligned with Henkel’s regional and global standards.
• Oversee daily operations, ensuring optimal performance of CRM campaigns, lead management, enquiry handling, and VOC initiatives within India.

Cross-Functional Collaboration:

• Align with local SBUs and the Global Customer Experience team to ensure consistent execution of CRM and VOC strategies across regions.
• Work closely with internal teams (Marketing, Sales, Customer Service, Product Divisions, eCommerce, Tech) and external agencies to ensure seamless campaign execution and alignment on business objectives.

Agency and Stakeholder Management:

• Manage relationships with external agencies, ensuring timely delivery and high-quality execution of CRM campaigns and VOC reporting.
• Lead cross-functional teams to ensure alignment on objectives, tracking, and performance measurement.

Customer Segmentation & Insights:

• Develop and implement advanced customer segmentation strategies that leverage VOC insights, CRM data, and market trends to create personalized campaigns.
• Use data-driven insights to continuously refine customer journeys, optimize lead conversion, and improve overall campaign effectiveness.

• Minimum 5 years of experience in digital transformation and customer experience, preferably in the B2B or manufacturing sector.
• Hands-on experience with Salesforce Service Cloud, enquiry management systems, and CRM platforms. Proficient in marketing automation tools (Marketo, Adobe, Salesforce).
• Proven ability to lead VOC programs, analyse feedback, and present strategic insights.
• Strong background in B2B marketing, with experience influencing both tech and business stakeholders.
• Excellent project management and agency handling capabilities.
• Demonstrated experience in multi-country roles with adaptability to regional market needs. Strong communication and presentation skills for engagement with senior leadership.
• Experience leading teams and driving cross-functional marketing programs.
• Self-motivated with strong multi-tasking, budget management, and timeline adherence.

• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
• Competitive accident and term life policies for up to 3 times annual gross salary
• Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.

Job Title: DU Service Manager

Location: Delhi, India

Job Type: Full-Time

Department: Account Management / Customer Service

Reporting To: Operation Manager / Team Leader

Salary: 25k

Mandatory Skills: Excel

Job Summary:

We are seeking a proactive and customer-focused DU Service Manager to oversee all aspects of DU telecom service operations. The ideal candidate will be responsible for handling service

requests, raising trouble tickets (TTs), managing complaints, executing VAS (Value-Added

Services) activities, updating customer documentation, and ensuring prompt resolution of

service-related issues.

Key Responsibilities:

Trouble Ticket Management:

o Raise, monitor, and follow up on Trouble Tickets (TT) with DU support for quick

resolution.

o Maintain a log of all open and resolved tickets with relevant timelines and

feedback.

Complaint Handling:

o Receive, record, and resolve customer complaints professionally and efficiently.

o Act as the escalation point for unresolved issues, ensuring customer satisfaction.

VAS Activity:

o Initiate and manage all Value-Added Services (VAS) requests such as service

upgrades, downgrades, SIM swaps, roaming activation, and more.

o Coordinate with DU AM for process of raising VAS.

Customer Document Management:

o Collect, verify, and update customer documents and Establishment card.

Customer Support:

o Provide exceptional support to customers via phone, email.

o Educate customers on DU services, plans, offers, and procedures.

Service Reporting:

o Generate weekly/monthly reports on service activities, issues, and resolutions.

o Suggest service improvements based on recurring issues and customer feedback.

Internal Coordination:

o Liaise with AM, and backend teams to ensure end-to-end service delivery.

o Ensure SLA adherence and timely communication.

Requirements:

Experience in telecom customer service or operations will be preferred.

Excellent communication and interpersonal skills.

Strong problem-solving and multitasking abilities.

Proficient in MS Office (Excel, Word, Outlook) preferred.

Bachelors degree (preferred).

Preferred Skills:

Ability to work under pressure and handle urgent escalations.

Strong attention to detail and documentation accuracy.

Customer-centric attitude with a commitment to service excellence.

Familiarity with UAE telecom regulatory requirements.

Roles and Responsibilities

• Develop and maintain strong relationships with clients to foster trust and satisfaction.
• Oversee client onboarding processes, ensuring all documentation and procedures are completed efficiently.
• Act as a liaison between clients and internal teams to address and resolve client queries and issues.
• Maintain accurate client records and documentation in the CRM system to ensure consistency and reliability.
• Analyze client feedback to identify areas for improvement in products, services, and customer interaction.
• Collaborate with sales and marketing teams to enhance client communications and service offerings.
• Implement strategies for customer retention, striving to exceed client satisfaction and loyalty targets.
• Participate in team meetings, training sessions, and professional development opportunities to enhance skills and knowledge.

Job Description

Candidate Profile required

Years of Experience

Minimum two years in CRM

Compensation

Salary: As per industry standards + incentives. Benefits – Travel Allowance

Job Description

Candidate Profile required

Years of Experience

Minimum two years in CRM

Compensation

Salary: As per industry standards + incentives. Benefits – Travel Allowance

Job Description

Candidate Profile required

Years of Experience

Minimum two years in CRM

Compensation

Salary: As per industry standards + incentives. Benefits – Travel Allowance

Responsibilities

• Communicate with customers : Respond to inquiries, provide information, and resolve issues
• Analyze customer data : Identify patterns and insights to improve customer experience
• Develop strategies : Create plans to meet customer needs and expectations
• Collaborate with other departments : Work with sales, marketing, and customer service to improve customer experience
• Manage customer accounts : Manage high-profile accounts and partnerships
• Manage customer communications : Use emails, newsletters, and social media to keep customers informed
• Promote the company : Participate in events and trade fairs to promote products and services
• Train staff : Help staff improve service and meet customer needs
• Develo