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.
- Solid 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 outst