The Digital Customer and Dealer Experience Lead will drive the digital
transformation of customer and dealer interactions across India for a leading
tractor manufacturing or automotive organisation. This role is responsible for
ensuring seamless digital operations, focusing on dealer experience and customer
satisfaction through advanced CRM and DMS solutions.
Key Responsibilities
* Lead the design, implementation, and optimisation of CRM and Dealer
Management Systems (DMS) to support pan India dealer networks.
* Oversee at least one full-scale DMS implementation, ensuring end-to-end
delivery and post-launch support.
* Manage data flows, integrations, and technical architecture to enable smooth
information exchange and system reliability.
* Collaborate with sales, and dealer teams to enhance digital engagement,
resolve technical issues, and drive adoption.
* Establish best practices for data management, security, and compliance within
CRM and DMS platforms.
* Monitor system performance, gather feedback, and recommend improvements to
enhance dealer and customer experience.
PREFERRED INDUSTRIES
Computers, Software
Software Industry
IT Hardware / NTW
Software Services
EDUCATION QUALIFICATION
* Bachelor’s degree in IT, Computer Science, Business, or related field;
Master’s preferred.
GENERAL EXPERIENCE
* Minimum 12 years’ experience in digital CRM, and DMS within tractor
manufacturing or automotive companies.
* Demonstrated expertise in DMS implementation, data management, and
integrations.
* Robust understanding of technical architecture and digital delivery
methodologies.
* Experience supporting dealer networks across India, with proven
problem-solving skills.
CRITICAL EXPERIENCE
* Technical proficiency in CRM and DMS platforms.
* Ability to manage complex integrations and deliver scalable solutions.
* Excellent communication and stakeholder management skills.
* Analytical approach to data and performance metrics.
* Commitment to providing o