Lead - Salesforce Automation

At Fiat Chrysler Automotive India, as Division Manager for CRM in the Marketing & Sales department, I managed a dedicated team in CRM lead processing, focusing on improving contactability and customer engagement. My role included overseeing initiatives like the "Call back in 5 minutes" for Test Drive appointments, enhancing service level agreements, and contributing to the growth of customer inquiries. My efforts in CRM helped in maintaining a steady and customer-focused approach, aligning with Fiat's commitment to quality and customer service.

At Ayush Software Ltd. in Pune, India, I served as a CRM Consultant, where my role was instrumental in advancing the digital marketing strategies for www.medifee.com, a leading health and wellness website. My efforts included spearheading SEM (Search Engine Marketing) initiatives and refining lead management techniques. A significant achievement was the creation of over 200 YouTube videos in Hindi and English, attracting a substantial following and enhancing the website's digital presence. Additionally, I successfully expanded our social media footprint, particularly on Facebook, and executed effective ad campaigns, markedly increasing digital visibility and audience engagement.

My role centered on streamlining lead management and integrating systems, including the seamless integration of OEM DMS with the CRM Lead Management through custom APIs. I was actively involved in testing and UAT for the release of change requests for the App and CRM backend, employing tools like Jira and following Agile and Kanban methodologies. My contributions were crucial in CarDekho's journey to optimizing customer experiences and improving lead management efficiency.

As a Consultant at Hansa Cequity, I played a key role in leading the Program Management Office for Mahindra & Mahindra's Heartbeat CRM program. My tenure was characterized by my leadership in implementing MS Dynamics CRM and Marketing Automation, contributing significantly to reshaping Mahindra & Mahindra's customer relationship landscape. I was involved in creating a unified brand approach to CRM, establishing a robust customer engagement platform, and standardizing CRM processes. My efforts not only showcased my expertise in CRM and technology but also my ability to drive transformative change and deliver outstanding results, significantly influencing the company's approach to customer relationship management.

During my tenure as Senior CRM Consultant at BigTapp in Kuala Lumpur, I focused on enhancing the AirAsia BIG Loyalty Programme's digital marketing. My role involved implementing CRM tools, managing digital campaigns, and leveraging data analytics for effective customer outreach and engagement. This experience at BigTapp allowed me to contribute significantly to customer relationship management, utilizing innovative techniques and data-driven strategies to elevate the customer experience in the airline industry.

At Godrej Properties, my role as General Manager - Customer Centricity involved enhancing the customer experience in the real estate sector. My tenure, though brief, was focused on integrating customer feedback into our business model, improving communication channels, and streamlining processes for better customer service. This period was a valuable learning experience in aligning customer needs with business objectives, contributing modestly yet meaningfully to Godrej Properties' commitment to customer satisfaction.

As the Head of CRM at Volkswagen, India, my tenure was marked by pioneering data-driven strategies and innovative customer engagement practices. I led the CRM team in aligning our initiatives with global standards, tailored to the Indian market. My focus was on creating personalized customer experiences, which significantly enhanced Volkswagen's brand image and market positioning. Under my leadership, we earned consecutive accolades in the Best CRM category, demonstrating our commitment to excellence and customer satisfaction in the automotive industry.

Spearheaded digital transformation as Project Manager and Deputy Manager for website activities. My role was pivotal in integrating cutting-edge web technologies to enhance user experience and streamline online services, significantly contributing to Maruti Suzuki's digital presence in the competitive automotive market.

Led the adoption of an analytics-driven customer relationship management system. This transformative initiative enabled data-driven insights, improving customer engagement and driving incremental sales growth. My focus on leveraging technology for customer-centric solutions was instrumental in reinforcing Maruti Suzuki's market leadership.

Client servicing; Team Leader.

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