Job Purpose
The purpose of TM CRM is to assist Head Digital CX in selecting, implementing, and driving the adoption of leading CRM platform(s) across businesses in Hindalco, to transform our sales effectiveness and customer experience. This role will be supportive in integrating CRM, Agentic Field Sales applications, B2B commerce functionalities and NPS platforms to enhance our customer interactions and business operations.
TM CRM is jointly responsible for implementing CRM platform(s) that improves customer engagement, retention, and value. This would involve coordinate with cross-functional teams, vendors and key stakeholders, internal and external to HIL, to ensure a unified approach to customer management. The TM CRM will oversee the implementation, upkeep and maintenance of CRM system(s) and enhance these to ensure it serves the company’s needs effectively, while driving measurable impact.
The role combines deep technical expertise with solid operational ownership to support critical CRM / related application needs. This is a technical role,



and knowledge of the Sales & Marketing processes is a plus.

Key Result Areas/Accountabilities:
Key Result Areas/Accountabilities
Supporting Actions
CRM Platform Strategy, Implementation, and vendor management
- Support Head Digital Cx in developing comprehensive strategies for CRM/Field sales/Agentic AI platform selection that aligns with our sales and customer experience goals.
- Manage relationships with CRM vendors and service providers to ensure they meet our business needs and deliver high-quality support.

B2B Commerce Integration
- Incorporate B2B commerce, Agentic AI and transactional Field sales app capabilities into the CRM platform to streamline customer interactions and transactions.
- Enhancement of Customer Self-Service Capabilities order placement, tracking shipments, and managing accounts without intervention from a sales representative.
- Offer comprehensive order history and reordering features that enab

📌 Tm Crm (Mumbai)
🏢 Financial services
📍 Mumbai