POSITION SUMMARY

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

📌 Lead Infotech Cdms Sahibzada Ajit Singh Nagar (India)
🏢 Mahindra & Mahindra
📍 India