Digital Customer and Dealer Experience Lead

Lead-Infotech

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

Computers, SoftwareSoftware IndustryIT Hardware / NTWSoftware Services

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

Customer Relationship Management (CRM)Relationship ManagementDealer ManagementCustomer OrientationEnterprise Resource Planning (ERP)Resource ManagementProject DeliveryProgram Delivery ManagementBusiness DesignBusiness SolutionVisualization ToolsProject ManagementRisk AnalysisBenchmarkingCustomer Interaction Management (CIM)Clinical Data ManagementDatabase Management System (DBMS)CatalogingCall Centre ManagementCustomer SegmentationMarketingSolution ArchitectureSoftware DevelopmentProject Planning & ExecutionBusiness AnalysisDocumentationQuality Management System (QMS)Training & DevelopmentStakeholder Management

System Generated Secondary Skills

Experience Level

Senior Level