Position : D2C Head

Location : Nariman Point, Mumbai

Profile Summary : The D2C Head will work closely with assigned Sales force & Leaders to create, execute, and deliver Top-line Growth and contribute to bottom-line numbers for the assigned networks/markets by bringing efficiency and cost controls. The role involves creating both short-term and long-term growth strategies with consistency and stability.

Key Responsibilities :

1. Top-line Growth :

- Create, execute, and deliver top-line growth.

- Build short & long-term goals for the assigned networks.

- Drive growth with consistency and stability for the assigned utilities/market.

2. Efficiency and Cost Management :

- Implement efficiency and cost-conscious strategies.

3. Sales and Marketing :

- Take care of monthly target sales numbers deliveries.

- Work closely with marketing to enhance the CRM platform and its integrated systems.

- Develop marketing techniques to drive new customers.

4. Customer Relationship Management (CRM) :

- Oversee the implementation and maintenance of the CRM system.

- Ensure CRM integration with other business systems.

- Manage customer data effectively.

- Train customer service teams on the CRM software.

- Use the CRM system to manage relationships.

5. Customer Experience :

- Collaborate with teams across the business to improve customer experience.

- Develop and enhance customizations, optimizations, and best practices.

6. Customer Data :

- Collect and analyze customer data.

7. Customer Needs :

- Develop new ways to meet customers' needs and suggest new methods to address them.

8. Workflows :

- Build workflows to streamline sales and marketing processes.

- Dynamize existing workflows and strategies.

9. Marketing Metrics and Trends :

- Track marketing metrics and trends.

- Conduct market research to follow trends and competition.

10. Retention Campaigns :

- Create and execute retention campaigns to deliver increased purchase frequency and value.

11. Digital Campaigns :

- Plan, manage, and negotiate multiple digital campaigns with third parties where necessary.

12. Client Activities and Events :

- Organize, promote, and support all client activities and events such as new product launches, seminars, conferences, prospecting activities, and incentive trips.

- Communicate timely to the assigned networks/markets to keep them motivated.

13. Quality Control :

- Audit calls for agents and develop a proper feedback mechanism.

- Design training plans based on quality audit findings and ensure execution.

- Develop effective quality control processes based on customer needs and requirements.

14. Digitalization and Automation :

- Implement digitalization and automation to build efficiency and reduce workload.

15. Business Intelligence and Process Improvement :

- Provide business intelligence inputs and value addition for process improvement.

- Standardize SOPs based on client deliverables and implementation.

- Prepare business review decks for monthly and quarterly analysis.

16. Team Management :

- Set up goals and objectives for the team.

- Motivate the team and make quick, informative decisions.

- Create and define risks, contingencies, and plans.

17. Quality Control Tools :

- Implement QC tools for various types of analysis.

- Conduct weekly reviews with agents on quality scores to identify gaps and bridge them.

Qualifications & Experience :

- MBA/Graduate with a minimum of 10 years of experience in D2C business or direct selling, preferably in the Dairy/FMCG industry.

- Proven experience in building and maintaining strong professional relationships with external stakeholders, including industry consultants.