CRM Strategy Development and Execution

• Design and implement a comprehensive CRM strategy that aligns with Air India and Air India Express B2B engagement goals and business objectives.
• Oversee the integration of CRM tools and platforms to streamline communication and improve data management.

Stakeholder Trade Communication Management

• Manage all trade communications to ensure consistent messaging and alignment with brand objectives.
• Develop tailored communication plans for trade partners, coordinate trade events, and monitor the effectiveness of these initiatives through specific KPIs such as engagement and revenue impact

Data Analysis and Insights

• Utilize CRM data to derive actionable insights for improving B2B relationships and identifying revenue generation opportunities.
• Regularly conduct analysis of trade partner interactions to optimize communication strategies and enhance overall partnership effectiveness

Training and Support

• Provide ongoing training and support to internal teams on CRM tools and processes, ensuring best practices are understood and implemented.
• Develop resources to aid sales and spaneting teams in utilizing CRM tools to enhance client interactions and achieve sales objectives.

  Team Leadership and Development

  • Lead and mentor professionals dedicated to Trade communications and CRM.
  • Encourage professional growth and skills development to foster a high-performing team capable of operating in a dynamic environment.

  The scope of this role has been extended to cover responsibilities across AI & IX. The job holder will be expected to contribute to and support initiatives, processes, and deliverables that span both companies. This includes collaboration with cross-functional teams, alignment with shared operational goals, and execution of tasks that impact both organizational structures.

  All listed responsibilities, expectations, and performance metrics are applicable to both organizations, and the role requires a holistic understanding of the integrated operational framework.

   

  Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

  C.Skills/Qualities Required

  Strong understanding of CRM systems and B2B relationship management.	Excellent analytical and problem-solving skills, with the ability to interpret CRM data and make data-driven decisions.
  Effective communication and management skills, capable of coordinating cross-functional initiatives and managing stakeholder relationships	Innovative and strategic thinker, with a focus on continuous improvement and CRM strategy development

  D.   Key Interfaces
  

  Sales Department	Collaborate on identifying and prioritizing key trade partners. Provide sales team with CRM insights to enhance client interactions. Align trade communication strategies with sales objectives.
  Marketing Department	Coordinate trade events and promotional activities to align with spaneting campaigns. Share CRM data for targeted spaneting initiatives towards trade partners.

  External Interfaces
  Trade Partners	Engage in regular communication to understand needs and preferences. Collaborate on joint promotional activities and spaneting campaigns. Negotiate partnership agreements and terms.
  Industry Associations	Participate in industry events and conferences to network and build relationships. Collaborate on joint initiatives and advocacy efforts beneficial to Air India and Air India Express trade interests. Stay updated on industry trends and best practices through association memberships.

  Educational and Experience Requirements

  Minimum Education requirements	Master’s/MBA/PGDM/PGP in Marketing or a related field
  Experience	Minimum	Desired
  Minimum of 6 years of experience in sales, CRM management, trade spaneting, or related roles.	8+ years sales/Trade Marketing/CRM/trade communication experience, preferably in aviation. Proven success in strategy development, partnership management, CRM tools, and stakeholder collaboration.