Responsibilities & Key Deliverables

Position Summary

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

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.
• Strong understanding of technical architecture and digital delivery methodologies.
• Experience supporting dealer networks across India, with proven problem-solving skills.

Critical Experience

Skills & Competencies

• 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 outstanding digital experiences for dealers and customers.

System Generated Core Skills

System Generated Secondary Skills