TM CRM

Job purpose

This position supports the Head Digital CX in choosing, rolling out, and accelerating adoption of leading CRM platforms across Hindalco businesses. The goal is to improve sales effectiveness and customer experience while enabling tighter integration between CRM, agentic field sales apps, B2B commerce features, and NPS platforms to strengthen customer interactions and business operations.

The role is also responsible for working with internal and external stakeholders, cross-functional teams, and vendors to implement and maintain CRM systems that improve customer engagement, retention, and overall value. It combines strong technical ownership with operational responsibility, and familiarity with sales and marketing processes will be an added advantage.

Key responsibilities

• Support the Head Digital CX in building CRM, field sales, and agentic AI platform strategies that align with sales growth and customer experience priorities.
• Coordinate with CRM vendors and service providers to ensure business requirements are met and support quality remains high.
• Help bring B2B commerce, agentic AI, and transactional field sales capabilities into the CRM environment to simplify customer engagement and transactions.
• Strengthen customer self-service by enabling order placement, shipment tracking, and account management without sales intervention.
• Enable order history access and easy reordering so customers can place repeat purchases with minimal effort.
• Ensure smooth integration between CRM and the B2B e-commerce portal so data stays consistent and users get a single customer view.
• Oversee customer data migration, integrity, and security within the CRM platform.
• Conduct regular training for sales teams on CRM usage and best practices to improve efficiency.
• Promote organization-wide adoption of the new CRM tools through structured training and change management.
• Assist in defining KPIs to measure the impact of CRM and B2B commerce integration on sales and customer experience outcomes.
• Manage integration between CRM and ERP systems in coordination with system integrators and vendors.
• Work with platform OEMs and system integrators to resolve defects, handle escalations, and secure technical support.
• Ensure compliance with technical standards, controls, and change governance requirements while supporting smooth BAU operations.
• Drive ongoing optimization, performance enhancement, and operational stability of the systems.

Additional information

This is a technical role with strong operational accountability. It involves close coordination with multiple stakeholders, including vendors, system integrators, and internal business teams, to ensure CRM-related applications are implemented effectively and remain reliable in day-to-day use.

Eligibility

Candidates with experience in CRM platforms, system integration, vendor coordination, and business process support for sales and customer-facing operations are well suited for this role. Knowledge of sales and marketing processes is beneficial.