Business Process Owner - MG Salesforce

Overview

Own and govern Salesforce-enabled customer relationship management processes across Mobility, serving as the primary business owner between business stakeholders and IT teams.

What you'll do

• Own and govern Salesforce-enabled business processes across Mobility, including Lead, Account, Contact, Opportunity, Quote, Service, Warranty, and Customer Management processes.
• Define, document, maintain, and continuously improve global CRM process standards, business rules, workflows, and governance frameworks.
• Partner with business leaders to evaluate current processes and identify opportunities for process simplification, standardization, automation, and digital transformation.
• Gather, analyze, prioritize, and translate business requirements into functional designs and implementation roadmaps.
• Collaborate with IT, Sales, Marketing, Customer Service, Warranty, MDM, and other cross-functional teams to deliver scalable CRM solutions.
• Lead business process design workshops, requirement reviews, gap assessments, and solution validation activities.
• Coordinate and execute User Acceptance Testing (UAT) to ensure solutions meet business requirements and expected outcomes.
• Drive successful deployment and adoption of Salesforce capabilities across Mobility business units.
• Develop and deliver training, communication, and change management programs to maximize user adoption and process compliance.
• Establish and govern CRM-related KPIs, performance measures, and adoption metrics to monitor business value realization.
• Partner with Data Governance and Master Data Management teams to ensure data quality, integrity, consistency, and usability.
• Monitor CRM utilization, process effectiveness, user feedback, and enhancement opportunities to drive continuous improvement.
• Manage stakeholder alignment and decision-making across global business functions, regions, and leadership teams.
• Support long-term CRM roadmap execution and ensure alignment with Mobility business priorities and transformation objectives.

What you'll need

• Any Graduate
• 8-15 years of experience in customer relationship management processes and deployment
• Functional expertise in Salesforce Sales Cloud, Service Cloud, and CRM platform capabilities.
• Strong understanding of Lead-to-Opportunity, Opportunity-to-Quote, Customer Service, Warranty, and Aftermarket business processes.
• Business Process Management (BPM), process mapping, and process governance methodologies.
• Business requirements gathering, process analysis, and solution design techniques.
• User Acceptance Testing (UAT), test planning, and validation methodologies.
• CRM reporting, dashboard development, and business performance measurement.
• Master Data Management (MDM), data governance, and data quality principles.
• Process documentation, workflow modeling, and business architecture practices.
• Salesforce integration concepts and cross-functional business process alignment.
• Functional design documentation and process standardization approaches.
• Strong stakeholder management and ability to influence decisions without direct authority.
• Excellent cross-functional collaboration skills across business and technology teams.
• Ability to drive consensus and alignment among diverse global stakeholders.
• Strong business acumen with understanding of commercial, customer service, warranty, and aftermarket operations.
• Excellent verbal, written, presentation, and facilitation skills.
• Strategic thinking with the ability to translate business objectives into process and technology solutions.
• Strong problem-solving, analytical, and decision-making capabilities.
• Change management and organizational transformation leadership.
• Ability to manage multiple priorities in a dynamic global environment.
• Strong planning, organization, and execution skills with attention to detail.
• Ability to work effectively across global regions, cultures, and time zones.
• Continuous learning mindset with focus on innovation and process excellence.
• Customer-centric approach with focus on delivering measurable business outcomes.
• Ability to act with urgency and make sound decisions in critical business situations.

Details

• Location: Pune, Maharashtra, India