Head D2C (FMCG)

Key Responsibilities:

1. Top-line Growth:

• Create, execute, and deliver top-line growth.
• Build short & long-term goals for the assigned networks.
• Drive growth with consistency and stability for the assigned utilities/market.

2. Efficiency and Cost Management:

• Implement efficiency and cost-conscious strategies.

3. Sales and Marketing:

• Take care of monthly target sales numbers deliveries.
• Work closely with marketing to enhance the CRM platform and its integrated systems.
• Develop marketing techniques to drive new customers.

4. Customer Relationship Management (CRM):

• Oversee the implementation and maintenance of the CRM system.
• Ensure CRM integration with other business systems.
• Manage customer data effectively.
• Train customer service teams on the CRM software.
• Use the CRM system to manage relationships.

5. Customer Experience:

• Collaborate with teams across the business to improve customer experience.
• Develop and enhance customizations, optimizations, and best practices.

6. Customer Data:

• Collect and analyze customer data.

7. Customer Needs:

• Develop new ways to meet customers' needs and suggest new methods to address them.

8. Workflows:

• Build workflows to streamline sales and marketing processes.
• Dynamize existing workflows and strategies.

9. Marketing Metrics and Trends:

• Track marketing metrics and trends.
• Conduct market research to follow trends and competition.

10. Retention Campaigns:

• Create and execute retention campaigns to deliver increased purchase frequency and value.

11. Digital Campaigns:

• Plan, manage, and negotiate multiple digital campaigns with third parties where necessary.

12. Client Activities and Events:

• Organize, promote, and support all client activities and events such as new product launches, seminars, conferences, prospecting activities, and incentive trips.
• Communicate timely to the assigned networks/markets to keep them motivated.

13. Quality Control:

• Audit calls for agents and develop a proper feedback mechanism.
• Design training plans based on quality audit findings and ensure execution.
• Develop effective quality control processes based on customer needs and requirements.

14. Digitalization and Automation:

• Implement digitalization and automation to build efficiency and reduce workload.

15. Business Intelligence and Process Improvement:

• Provide business intelligence inputs and value addition for process improvement.
• Standardize SOPs based on client deliverables and implementation.
• Prepare business review decks for monthly and quarterly analysis.

16. Team Management:

• Set up goals and objectives for the team.
• Motivate the team and make quick, informative decisions.
• Create and define risks, contingencies, and plans.

17. Quality Control Tools:

• Implement QC tools for various types of analysis.
• Conduct weekly reviews with agents on quality scores to identify gaps and bridge them.

Experience:

• Proven experience in building and maintaining strong professional relationships with external stakeholders, including industry consultants.