1) Job Purpose:

To plan and supervise demand generation activities by promoting products and applications amongst the customer through technical presentations, sampling and demonstration activities. To ensure quick resolution of customer complaints for strengthening customer confidence. Identifying and developing new business for the Refractory segment by understanding customers technical/commercial requirements, recommending suitable grades, conducting customer trials and/or co-ordinate with Technical and R&D Personnel for new product development at Plant. Conducting market intelligence (market research, networking, customers and competitors mapping, and understanding new market trends for new products, new technologies and new refractory applications) and application research both in-house and with external collaboration.

2) Key Result Areas:

Market Intelligence

• Keep abreast with industry and market trends and best practices
• Gather market information on consumer insights, competitor activities and product information across the territory.
• Identify competitor products for quality assessment
• Explore new markets for long term growth objective.

Lead Generation

• Prepare plan comprising of various activities to customer in tandem with sales team and propose budgets thereof.
• Drive implementation of various lead generation activities.
• Ensure timely handover of samples of various products to customer at exhibitions for improving product awareness
• Ensure product trainings are regularly conducted for internal as well as external customer.
• Launching of products once commercially available in respective markets

Product Development / Improvements

• Conduct testing of new products and provide test report to R&D team

• Co-ordinate with R&D team and provide test certificates for products to sales team.

Customer Experience and Relationship Management

• Monitor customer experience in market by ensuring technical support is given to customers and all customer complaints are responded promptly
• Ensure closure of all actionable of client centricity initiatives across market.
• Work on improving the NPS score by taking actions on feedback received from customers along with CIBD Team

• Submit monthly summary on customer complaints to concerned department at Plant with remedial suggestions.
• Work on customer centric initiatives like Bosstomer, design thinking, customer journey maps etc.