Lead Associate - CRM

Department: Marketing

Employment Type: Permanent - Full Time

Location: Pune

Description

As Associate Lead - CRM , you will play a key supporting role in the development, adoption and effectiveness of the Davies CRM platform across the business. Working closely with the Group CRM Manager and a broad range of stakeholders, you will help deliver the CRM roadmap, support CRM enhancement projects, assist with business acquisitions and data migrations, and ensure users receive a high-quality CRM experience.

You will act as a key point of contact between business users, internal technology teams and third-party support providers, helping to ensure the CRM platform remains reliable, efficient and aligned to business objectives.

Key Responsibilities

• Support the delivery of the Davies CRM roadmap, assisting with the implementation of enhancements, new functionality and continuous improvement initiatives.
• Work closely with the Group CRM Manager, sales teams, marketing and wider business stakeholders to improve the CRM user experience and maximise business value from the platform.
• Assist with CRM development projects, gathering business requirements, documenting processes and supporting user acceptance testing.
• Coordinate with third-party support providers and technology partners to manage incidents, service requests, enhancements and system improvements. Support CRM-related data migration projects, including acquisitions, mergers and business integrations, ensuring data is cleansed, mapped and transferred accurately.
• Assist with the onboarding of acquired businesses onto the Group CRM platform, ensuring a smooth and efficient transition. Monitor system performance and support the identification, investigation and resolution of CRM issues.
• Prepare and maintain reports, dashboards and data visualisations to support business decision-making and performance monitoring.
• Support the Marketing team's use of Dynamics 365 and its interaction with CRM data and associated systems.
• Help maintain data quality standards by regularly reviewing and cleansing CRM data to ensure accuracy, completeness and consistency.
• Assist in ensuring compliance with data protection regulations, including GDPR and other applicable regional requirements.
• Provide day-to-day support to CRM users across the organisation, responding to queries and helping to drive adoption and best practice.
• Build a strong understanding of Davies' business operations, services and clients to support informed decision-making and continuous CRM improvement.

Skills, Knowledge and Expertise

• Total experience we are looking for in years: 5+
• Relevant experience we are looking for in years: 5+
• Min. education needed (In India colleague degree for under grad. is 3 yrs and Masters is 2 yrs. Bachelor in Technology is 4 yrs, Masters is 2 yrs. MBA, CA not included in the shared details) BA+
• Strong understanding of CRM systems, ideally including Microsoft Dynamics 365.
• Experience working with customer and business data, including data quality, GDPR, permissions and data governance.
• Experience supporting data migration, data cleansing or system implementation projects is highly desirable.
• Good Excel skills, including data manipulation and analysis.
• Experience working with third-party suppliers, support partners or technology vendors.
• Strong organisational and project coordination skills, with the ability to manage multiple priorities.
• Excellent communication and stakeholder management skills, with the ability to build effective working relationships across all levels of the organisation.
• A proactive and solution-focused approach to problem solving.
• Experience delivering system support would be advantageous.
• Ability to work collaboratively within a team while taking ownership of assigned responsibilities.