CRM Executive

• Job Description
  Position: Executive - Commercial Excellence and Field Operations & Support
  Experience: 3 - 10 years
  Industry: Pharmaceutical, FMCG, Consumer durable, Others
  
• Role Overview
  The incumbent will be responsible for providing day-to-day operational support to the field force, ensuring timely resolution of queries related to the company CRM portal and other sales-support systems. The role will serve as an important interface between the field team and cross-functional teams at Head Office, while also supporting CRM training, user adoption, administrative activities.
  
• Key Responsibilities
  Manage and resolve eld-force queries through ticketing/support system, ensuring timely closure and appropriate escalation where required.
  Interact regularly with field sales leaders, and HO cross-functional teams to understand and resolve operational issues.
  Coordinate with relevant HO functions/technology teams for resolution of CRM software and eld-operation related queries.
  Conduct CRM software training for new joiners, covering system functionalities, processes, and best practices.
  Train existing users on new CRM software features,enhancements,and system developments.
  Prepare and deliver training presentations, user guides, and communication materials related to CRM software and field processes.
  Monitor recurring field queries and identify opportunities for process improvement, automation, and enhanced user experience.
  Support CRM software adoption and ensure eective communication of system/process changes to the eld force.
  Maintain appropriate documentation and track query trends, resolution timelines, and
  key support metrics.
• 
  Key Skills & Competencies
  Excellent written and verbal communication skills.
  Strong presentation and training skills with the ability to explain processes clearly to diverse audiences.
  Strong interpersonal and stakeholder-management skills.
  Quick learner with the ability to understand new systems, processes, and technology quickly. Customer-service orientation and a problem-solving mindset.
  Ability to work effectively with field teams and multiple cross-functional stakeholders.

Good working knowledge of MS Office, particularly PowerPoint and Excel.

Prior experience with CRM/Sales Force Automation (SFA) platforms, Knowledge of Power BI/Tableau or other analytics tools will be an advantage.

Education: Graduate/Postgraduate in any relevant discipline; candidates with qualifications in Business Administration, Statistics, Commerce, Mathematics, Economics, or related fields will be preferred.