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Head D2C (FMCG)

Location : Mumbai
Education : MBA/Graduate
Experience : Min 5 Yrs
Salary Annual : 18 LPA
Date Posted : 2024-08-31
Industry Type : FMCG / Dairy
Keyskill

Customer Relationship Management (CRM), Customer Aquasition, Customer Retention, HNI Clients,  

Functions

Sales 

Job Description

Key Responsibilities:

 

  1. Top-line Growth:
    • Create, execute, and deliver top-line growth.
    • Build short & long-term goals for the assigned networks.
    • Drive growth with consistency and stability for the assigned utilities/market.
  1. Efficiency and Cost Management:
    • Implement efficiency and cost-conscious strategies.
  1. Sales and Marketing:
    • Take care of monthly target sales numbers deliveries.
    • Work closely with marketing to enhance the CRM platform and its integrated systems.
    • Develop marketing techniques to drive new customers.
  1. Customer Relationship Management (CRM):
    • Oversee the implementation and maintenance of the CRM system.
    • Ensure CRM integration with other business systems.
    • Manage customer data effectively.
    • Train customer service teams on the CRM software.
    • Use the CRM system to manage relationships.
  1. Customer Experience:
    • Collaborate with teams across the business to improve customer experience.
    • Develop and enhance customizations, optimizations, and best practices.
  1. Customer Data:
    • Collect and analyze customer data.
  1. Customer Needs:
    • Develop new ways to meet customers' needs and suggest new methods to address them.
  1. Workflows:
    • Build workflows to streamline sales and marketing processes.
    • Dynamize existing workflows and strategies.
  1. Marketing Metrics and Trends:
    • Track marketing metrics and trends.
    • Conduct market research to follow trends and competition.
  1. Retention Campaigns:
    • Create and execute retention campaigns to deliver increased purchase frequency and value.
  1. Digital Campaigns:
    • Plan, manage, and negotiate multiple digital campaigns with third parties where necessary.
  1. Client Activities and Events:
    • Organize, promote, and support all client activities and events such as new product launches, seminars, conferences, prospecting activities, and incentive trips.
    • Communicate timely to the assigned networks/markets to keep them motivated.
  1. Quality Control:
    • Audit calls for agents and develop a proper feedback mechanism.
    • Design training plans based on quality audit findings and ensure execution.
    • Develop effective quality control processes based on customer needs and requirements.
  1. Digitalization and Automation:
    • Implement digitalization and automation to build efficiency and reduce workload.
  1. Business Intelligence and Process Improvement:
    • Provide business intelligence inputs and value addition for process improvement.
    • Standardize SOPs based on client deliverables and implementation.
    • Prepare business review decks for monthly and quarterly analysis.
  1. Team Management:
    • Set up goals and objectives for the team.
    • Motivate the team and make quick, informative decisions.
    • Create and define risks, contingencies, and plans.
  1. Quality Control Tools:
    • Implement QC tools for various types of analysis.
    • Conduct weekly reviews with agents on quality scores to identify gaps and bridge them.


Experience:

  • Proven experience in building and maintaining strong professional relationships with external stakeholders, including industry consultants.

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