Lead- Digital and CRM

About the job

Position : Lead- Digital and CRM Location : Gurgaon Reporting to : Head – Marketing Education Qualification : MBA / PGDM Years of Experience : Min 14-16 years in Digital Ecosystem Purpose of the Job: The Lead – Digital & CRM is responsible for driving Renault India’s digital transformation across the entire customer lifecycle, from awareness to purchase and ownership. The role spearheads digital platforms (MY Renault App, Renault AR App, corporate website, dealer digital stack, and DMS enhancements), ensures seamless digital journeys, and strengthens CRM processes for lead management, test-drive conversion, and customer retention. The position plays a critical role in building an integrated digital ecosystem that improves customer experience, enhances operational efficiency, and supports the brand’s commercial objectives. Roles, Responsibilities & Deliverables A. Digital Ecosystem Development and Governance • Own the digital product roadmap for Renault India’s ecosystem: a. Corporate Website b. Model pages & configurators c. Lead capture and routing systems d. 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. B. SEO • Lead the SEO roadmap for Renault India website. • Conduct regular keyword research across product segments • Optimize on-page SEO: metadata, headers, structured data, internal linking, schema. • Build a strong content SEO strategy C. MY Renault App – Enhancement and Engagement • Lead feature roadmap for MY Renault App. • Improve app stickiness through notifications, service reminders, offers, gamification. • Drive app adoption across dealer network and customers. • Work with Aftersales, IT, and CRM teams to integrate service-related use cases. • Track app performance: active users, retention, feature usage, NPS feedback. D. Renault AR App – Enhancing Product Experience • Manage Renault AR App roadmap (feature updates, model additions, visualization quality). • Collaborate with Product Marketing to create 3D assets, walkarounds, feature explainers. • Integrate AR experience into showroom, event, and activation journeys. • Promote AR usage during new product launches and test-drive events. E. CRM, Lead Management and Customer Journey • Lead CRM platform management and enhancement • Develop and optimize: a. Lead nurturing journeys b. Test drive flow c. Booking journey d. Post-purchase onboarding • Manage Omni channel customer engagement (WhatsApp/email/SMS automation) • Coordinate with call centres, IT, sales operations, and dealer teams for CRM efficiency. • Track CRM KPIs: response time, test-drive conversions, booking ratios, drop-off analysis. F. 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. G. Deep AI Integration • Use AI to enable hyper-personalized communication and enhance customer experience. • Lead development of predictive analytics models to identify customer drop-offs and build countermeasures. • Bring Generative AI‑enabled customer support and automated query resolution. • Implement AI-driven recommendation engines in the MY Renault App and DMS / CRM to automate 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