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:
- 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.
- Efficiency and Cost Management:
- Implement efficiency and cost-conscious strategies.
- 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.
- 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.
- Customer Experience:
- Collaborate with teams across the business to improve customer experience.
- Develop and enhance customizations, optimizations, and best practices.
- Customer Data:
- Collect and analyze customer data.
- Customer Needs:
- Develop new ways to meet customers' needs and suggest new methods to address them.
- Workflows:
- Build workflows to streamline sales and marketing processes.
- Dynamize existing workflows and strategies.
- Marketing Metrics and Trends:
- Track marketing metrics and trends.
- Conduct market research to follow trends and competition.
- Retention Campaigns:
- Create and execute retention campaigns to deliver increased purchase frequency and value.
- Digital Campaigns:
- Plan, manage, and negotiate multiple digital campaigns with third parties where necessary.
- 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.
- 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.
- Digitalization and Automation:
- Implement digitalization and automation to build efficiency and reduce workload.
- 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.
- 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.
- 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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