Lead - Digital and CRM

As the Lead - Digital & CRM at Renault India, your primary responsibility is to drive Renault India's digital transformation throughout the entire customer lifecycle, from awareness to purchase and ownership. You will lead various digital platforms such as MY Renault App, Renault AR App, corporate website, dealer digital stack, and DMS enhancements to ensure seamless digital journeys and strengthen CRM processes for lead management, test-drive conversion, and customer retention. Your role is crucial in building an integrated digital ecosystem to enhance customer experience, operational efficiency, and support the brand's commercial objectives. **Roles and Responsibilities:** - **Digital Ecosystem Development and Governance** - Own the digital product roadmap for Renault India's ecosystem, including the corporate website, model pages & configurators, lead capture and routing systems, and dealer microsites. - Lead UX/UI improvements for all customer-facing platforms. - Partner with global/India IT teams to ensure stability, cybersecurity, and data integrity. - Manage enhancement cycles, bug fixes, and new feature development across digital assets. - **SEO** - Lead the SEO roadmap for Renault India website. - Conduct regular keyword research across product segments. - Optimize on-page SEO elements such as metadata, headers, structured data, internal linking, and schema. - Develop a robust content SEO strategy. - **MY Renault App - Enhancement and Engagement** - Lead feature roadmap for MY Renault App. - Enhance app stickiness through notifications, service reminders, offers, and gamification. - Drive app adoption across dealer network and customers. - Integrate service-related use cases with Aftersales, IT, and CRM teams. - Monitor app performance metrics like active users, retention, feature usage, and NPS feedback. - **Renault AR App - Enhancing Product Experience** - Manage Renault AR App roadmap for feature updates, model additions, and visualization quality. - Collaborate with Product Marketing to develop 3D assets, walkarounds, and feature explainers. - Integrate AR experience into showroom, event, and activation journeys. - Promote AR usage during new product launches and test-drive events. - **CRM, Lead Management and Customer Journey** - Lead CRM platform management and enhancement. - Develop and optimize lead nurturing journeys, test drive flow, booking journey, and post-purchase onboarding. - Manage Omni channel customer engagement through WhatsApp/email/SMS automation. - Track CRM KPIs such as response time, test-drive conversions, booking ratios, and drop-off analysis. - **x Enhancements** - Manage upgrades and rollout of DMS modules supporting sales operations. - Enable deeper integration between CRM, DMS, website, MYR App, and lead systems. - Coordinate with dealer partners, IT teams, and technology vendors. - **Deep AI Integration** - Utilize AI to enable hyper-personalized communication and enhance customer experience. - Develop predictive analytics models to identify customer drop-offs and implement countermeasures. - Implement AI-driven recommendation engines in the MY Renault App and DMS/CRM for automated follow-ups, appointment reminders, and test-drives. **Key Deliverables:** - Dealer-level footfall growth & test-drive uplift - ROI improvements on events & BTL - On-time, error-free execution of major events - Dealer satisfaction scores on marketing support **Functional Competencies:** - Strong understanding of digital platforms and technology development cycles - CRM operations expertise - Experience working with DMS/CRM/Lead Management tools - Experience with AI-driven customer experience solutions - Understanding of automotive customer purchase and ownership journeys - Knowledge of digital analytics tools **Behavioural Competencies:** - Customer-first mindset - Strong project management and stakeholder handling - Ability to work cross-functionally and influence without authority - High ownership, accountability - Continuous improvement mindset As the Lead - Digital & CRM at Renault India, your primary responsibility is to drive Renault India's digital transformation throughout the entire customer lifecycle, from awareness to purchase and ownership. You will lead various digital platforms such as MY Renault App, Renault AR App, corporate website, dealer digital stack, and DMS enhancements to ensure seamless digital journeys and strengthen CRM processes for lead management, test-drive conversion, and customer retention. Your role is crucial in building an integrated digital ecosystem to enhance customer experience, operational efficiency, and support the brand's commercial objectives. **Roles and Responsibilities:** - **Digital Ecosystem Development and Governance** - Own the digital product roadmap for Renault India's ecosystem, including the corporate website, model pages & configurators, lead capture and routing syste