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