Job Summary

The Lead Customer Relations & Data Analytics will be responsible for leading the company's Customer Relations Centre while driving data-driven decision-making through business analytics, CRM insights, MIS reporting, and customer engagement initiatives. The role will coordinate with Sales, Marketing, Accounts, Supply Chain, and Production to improve customer experience, sales performance, and operational efficiency.

KEY RESPONSIBILITIES

1. Customer Relations & CRM Operations

- Lead and supervise the Customer Relations team (CREs) to ensure timely customer support and issue resolution.
- Manage dealer, and sales team communications related to orders, dispatches, schemes, complaints, and service requests.
- Monitor customer satisfaction and implement initiatives to improve service quality.
- Ensure CRM data accuracy and maintain customer databases.
- Develop and implement customer engagement initiatives to improve customer retention.

2. Data Analytics & Business Intelligence

- Develop and maintain MIS dashboards for Sales, Collections, Outstanding, Dispatch, Inventory, and Dealer Performance.
- Analyze sales trends, customer buying behaviour, territory performance, product movement, and market intelligence.
- Generate actionable business insights to support Management in strategic decision-making.
- Prepare daily, weekly, monthly, and annual performance reports.
- Identify business opportunities through data analysis and recommend corrective actions.
- Track KPIs across Sales, Customer Service, Marketing, and Operations.

3. Sales Coordination & Performance Analytics

- Monitor Sales Team activities through SalesNrich or CRM applications.
- Analyze sales productivity, PJP adherence, visit efficiency, lead conversion, and customer coverage.
- Coordinate with Sales, Production, Stores, Logistics, and Accounts regarding order execution and customer requirements.
- Prepare incentive calculations, dealer schemes, ATI/HTI benefits, discount analysis, and performance reports.

4.



CRM Systems & Database Management

- Administer CRM software, Sales App, Loyalty App, and reporting systems.
- Ensure data integrity, user management, troubleshooting, and report automation.
- Support digital transformation initiatives by improving CRM processes and reporting accuracy.
- Maintain centralized customer databases and analytical reports.

5. Loyalty Programmes & Customer Engagement

- Manage Painter Loyalty Programmes, dealer schemes, ATI programmes, and customer engagement initiatives.
- Monitor programme performance and prepare analytical reports on participation and ROI.
- Coordinate customer communication campaigns and feedback collection.

6. Marketing Support & Business Coordination

- Support dealer meets, sales meetings, exhibitions, promotions, and marketing campaigns.
- Coordinate with branding agencies for promotional materials and campaign execution.
- Prepare presentations, management reports, meeting minutes, and business review documents.

EDUCATION & EXPERIENCE

- Bachelor's Degree in B.Com, BBA, Statistics, Mathematics, Computer Applications, or related discipline.
- MBA (Marketing/Finance/Business Analytics) preferred.
- Minimum 5–7 years of experience in Customer Relations, CRM, MIS Reporting, Business Analytics, or Sales Operations.
- Experience in Paint, Building Materials, FMCG, Manufacturing, or Distribution industry preferred.

TECHNICAL SKILLS

- Advanced MS Excel (Pivot Tables, Power Query, Dashboards, Lookup Functions)
- Power BI or Tableau (Preferred)
- ERP/CRM Systems
- Tally ERP
- Microsoft Word & PowerPoint
- SalesNrich or similar Sales Automation applications
- Strong data analysis and reporting skills

REQUIRED SKILLS & ATTRIBUTES

- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Leadership and team management capability
- Process-oriented with strong attention to detail
- Ability to interpret business data and provide actionable insights
- Excellent coordination and stakeholder management skills
- Robust planning, follow-up, and execution abilities

📌 Lead - CRM and data analytics (Kerala)
🏢 True Coat Paints
📍 Kerala