Officer/Senior Officer - CRM

• Spearhead centralized CRM operations to unify customer data and enhance visibility across multiple Strategic Business Units (SBUs) • Architect and execute Route-To-Market (RTM) designs, optimizing territory, route, market, and outlet structures • Drive channel program enhancements, dealer and distributor engagement, and visibility initiatives through strategic collaboration with Trade Marketing • Uncover insights from primary and secondary sales data, outlet coverage, and sales force performance to inform business decisions • Develop and refine customer segmentation, outlet classification, and lifecycle strategies to boost sales and customer satisfaction • Boost key performance metrics, including coverage, strike rate, call productivity, and retention, through continuous monitoring and improvement • Design, track, and optimize trade campaigns, incentive programs, and activation performance to maximize ROI • Create and maintain intuitive dashboards for Sales hierarchy to facilitate data-driven decision-making • Ensure seamless alignment between CRM, RTM systems, ERP, and field operations to streamline processes • Identify distribution and channel gaps, and devise expansion strategies to capitalize on new opportunities • Automate customer journeys through SMS, campaigns, and feedback loops to enhance customer experience • Lead issue resolution, tracking, and escalation management to ensure timely and structured resolution of customer complaints