Job Title

Locations: Nahur Department: Customer Experience Total Work Experience: 8-15 Education: Graduate / post-graduateKey Responsibilities: The CRM Lead will be responsible for the end-to-end management of our Customer Relationship Management platform. Your mission is to leverage technology to create a 360-degree view of the customer, enabling seamless service across sales, renewals, and claims while driving customer lifetime value (CLV) through hyper-personalized engagement.1. Platform Ownership & Optimization:Act as the functional owner of the CRM (e.g., Salesforce, Microsoft Dynamics, or Oracle). Design and implement automated workflows that reduce manual intervention for service requests, endorsements, and policy downloads. Ensure the CRM architecture supports the unique needs of GI, such as multi-asset linking (Motor + Health + Home) under a single customer ID. 2. Journey Automation & Hyper-Personalization.Map and automate the renewal journey, ensuring timely, multi-channel triggers (WhatsApp, SMS, Email) to reduce policy lapsation. Integrate the CRM with the Claims module to provide real-time status updates to customers, reducing "Where is my claim?" calls. 3. Data Integrity & Unified View:Solve the "siloed data" problem by integrating CRM with core insurance systems (PAS), the website, and the mobile app. Maintain a "Golden Record" for every customer, ensuring that a call center agent knows exactly what a customer did on the app five minutes ago. 4. Lead Management & Cross-Sell Governance.Build a lead-scoring model within the CRM to identify "high-intent" customers for cross-selling (e.g., offering Travel insurance to an existing Health customer). Ensure strict adherence to Data Privacy norms and "Do Not Disturb" (DND) registries as per TRAI and IRDAI guidelines. 5. DevOps:Manage the CI/CD pipeline for CRM deployments, ensuring zero downtime for customer-facing portals. Oversee "Sandbox" environments to ensure testing doesn't impact on live policyholder data. 6.Custom Development & Configuration:Lead the development of custom objects, Apex triggers, or plugins to handle GI-specific logic (e.g., renewal quote, No Claim Bonus (NCB) calculations). Build Low-code/No-code workflows that enable the CS team to launch new campaigns without needing a full deployment cycle. 7.Systems Architecture & Integration:Design and manage API integrations between the CRM and legacy Core Insurance systems for real-time policy issuance and claims status. Build a robust middleware layer to handle high-volume traffic during peak "renewal seasons" (e.g., March year-end). Implement Webhooks and Event-driven architecture to ensure the mobile app and CRM stay in sync.Technical Expertise in CRM like MSD CRM, SFDC, LSQ etc. Knowledge of SQL and data visualization (Tableau/Power BI) is a plus. Knowledge of, IVR, Chatbots, CCM, Digital Modes / DIY / Ai Solutions (LLM) and customer service technologies. Excellent analytical, problem-solving, and decision-making skills. Excellent communication and articulation skills in English. Hands-on experience of developing reports and presentations for senior management. Experience with customer feedback tools and survey platforms. Knowledge of CX metrics (NPS, CSAT, VOC) and their application. Soft Skills High emotional intelligence, ability to influence senior stakeholders, and a "customer-first" obsession. Knowledge Deep understanding of the Indian GI landscape and IRDAI regulations.