CRM Lead Pakistan

1 Roles and responsibilities: (CRM Lead Pakistan)

Responsibilities & Accountabilities

• CRM Strategy & Implementation (Salesforce)
• Develop CRM roadmap aligned with BV Pakistan's all product lines service offerings
• Track salesforce for complex B2B sales cycles (audit cycles, certification timelines, recurring inspections etc)
• Lead Management & Sales Pipeline
• Manage handoff from sales to operations for service inquiries
• Track multi-stakeholder buying cycles (technical leads, procurement, compliance officers)
• Monitor sales pipeline and work closely with PL sales team for contracts, inspection schedules, and certification renewals b
• Ensure timely follow-up on service requests and quote responses
• Account & Customer Relationship Management
• Maintain comprehensive account profiles for key clients and strategic accounts
• Track customer interaction history: audits, inspections, certifications, complaints, feedback
• Support PL sales leads in managing long-term client relationships and contract renewals
• Identify upsell/cross-sell opportunities (e.g., additional testing services, new certification scopes)
• Monitor customer satisfaction and service delivery metrics
• Data Management & Analytics (BV-Specific)
• Ensure the salesforce updation by the sales teams reflecting progress and growth
• Integration with BV Operations
• Coordinate with Operations/Project Management to sync service delivery schedules as per client commitments.
• Support billing and invoicing teams by maintaining accurate service and contract data
• Facilitate communication between sales and delivery teams on client requirements
• Team Collaboration & Training
• Train sales teams on CRM best practices for TIC industry
• Provide guidance on capturing client requirements, compliance needs, and service specifications
• Foster adoption across sales and business development teams
• Weekly/Monthly/ Quarterly Reports:
• Sales pipeline by service type and value
• Lead conversion rates and sales cycle duration
• Revenue forecast vs. actuals
• Key account status and renewal opportunities
• Strategic account performance and growth trends
• Market share insights by industry vertical
• Customer retention and churn analysis
• Recommendations for service expansion or market focus
• Client Management
• Manage Salesforce user provisioning
• Monitor sales performance and progress
  
  

KPIs (to be amended if necessary)

TECHNICAL COMPETENCIES

Lead response time to Client - <4 hours for service inquiries (Monitor PLs performance)

Lead conversion - 35-40% (service type dependent)

Salesforce adoption by Sales team – 100%

Revenue pipeline visibility – 100% of active opportunities logged

Customer retention – 85% for recurring services

CRM/ KAM Expertise: Salesforce management for the country

TIC Industry Knowledge: Understanding testing, inspection, certification processes

Data Analytics: Dashboard creation, reporting, insights generation

Process Improvement: Workflow optimization, automation

Communication: Cross-functional collaboration, stakeholder management

Compliance Awareness: Data security, confidentiality, audit requirements