Program Manager - CRM

Purpose of the Role

Own end-to-end execution of the Servotech Prime Circle dealer loyalty programme points tracking, tier administration, dealer communication, Finance liaison, and reporting to the MD's office so the programme runs as a real operating system with a single accountable owner, not a shared spreadsheet exercise. This is a build-and-run role: parts of the underlying data infrastructure (notably the per-dealer product-mix feed in KRA 2) do not exist yet and must be created from zero.
This role is also designated as the company's CRM Manager — the Prime Circle programme is the first and largest system under that remit, but the title and mandate are intentionally broader than one programme, so the same person can be given ownership of other dealer/customer-relationship data systems as they are built.

Key Result Areas (KRAs)

Points & Tier Engine Ownership
Maintain the Prime Circle tracker with zero data errors, every month. Every dealer's tier — Bronze, Silver, Gold, Platinum — must reflect true, verified points at all times. Nothing stale or wrong reaches the MD's office.
Product-Mix Data Pipeline (build from zero)
Establish and own a reliable, recurring feed of per-dealer product-category revenue splits (Panel / Hybrid / On-Grid / Battery / Misc) from Sales and MIS. The points system cannot function without this data, and it does not currently exist in a usable form — this is the single hardest and most consequential KRA in the role.
Gold-Tier SPOC Relationship Management
Run the Single Point of Contact cadence for Gold-tier dealers as designed in the programme. Every SPOC interaction is logged and traceable.
Silver / Bronze Tier Coordination with ZSMs
Work through Zonal Sales Managers to ensure Silver and Bronze tier benefits are actually delivered to dealers, not merely promised on paper.
Finance & TOD Liaison
Coordinate with Finance on enhanced financing and TOD limits, credit notes, and GST Section 194R treatment of dealer benefits. No benefit is disbursed without Finance sign-off.
Benefits & Vendor Coordination
Manage on-the-ground delivery of tangible benefits — gifts, event passes, financing-partner coordination, trip and dinner logistics for Platinum-tier invitees.
Dealer Communications
Own all Prime Circle dealer-facing communication — mailers, programme updates, tier-change notices — ensuring tone, accuracy, and timing are correct every time.
Platinum Invitation Process & MD Reporting
Administer the by-invitation-only Platinum admission process (crossing the points threshold is necessary but not sufficient for entry). Produce a monthly report to the MD's office on programme health, dealer engagement, and open issues.


Must-Have Requirements

• 3+ years in a channel/dealer-facing CRM, loyalty, or trade-marketing role — solar, EV, or adjacent B2B channel business preferred.
• Demonstrated personal ownership of a data-driven tracking system (Excel or CRM), with real number fluency — not data-entry-only experience.
• Comfortable working directly and independently with Finance and Sales leadership, without hand-holding.
• Clean, independently verifiable employment history — every claim will be checked against references and documents before an offer is made.

Nice-to-Have

• Working experience with CRM software beyond Excel (Zoho, Salesforce, or similar).
• Exposure to GST/TDS provisions relevant to dealer incentive structuring.
• Prior experience designing or administering a loyalty or rewards programme, not just running one someone else designed.