Role Overview
As a Sr. Group Manager at METRO’s Global Solution Center (GSC) in India, you will lead and develop a high-performing CRM & BI team, acting as a strategic partner to global marketing and CRM functions. You will drive the operations of a centralized CRM capability, deliver actionable customer and marketing insights, and translate them into automated lifecycle journeys and sales-ready pipelines. You will ensure the successful execution and continuous optimization, foster a culture of innovation, and collaborate with global stakeholders to support business growth.
Key Responsibilities
- Lead, coach, and develop a team of CRM/Business Intelligence Experts, ensuring high performance and professional growth
- Oversee the analysis of large customer segmentation and campaign management data sets to drive commercial performance
- Manage analytics & BI cadence, publish dashboards and deliver ad‑hoc analyses
- Ensure integration of multiple data sources for a holistic, cross-channel customer view
- Monitor campaign success metrics and provide advanced analytical supporting marketing and sales stakeholders
- Act as the main point of contact for global business partners and entities
- Support global transitions, operational structure design, and the development of new services and team structures
- Ensure data quality, streamline processes, and support automation and standardization initiatives
- Foster a culture of collaboration, innovation, and continuous learning within the team.
Continuous improvement:
- Identify opportunities for improvement and implement solutions.
- Drive efficiency of services provided by the GSC and development new service
- Set-up and further development of team structures & solution teams
Skills & Competencies
- Strong leadership and team development skills, with experience managing analytical teams
- Advanced analytical and problem-solving abilities; strong understanding of CRM, marketing, and customer engagement strategies
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate across cultures and time zones
- Proven ability to manage multiple projects and meet deadlines in a global environment
- Experience with CRM, BI tools, and large data sets (SQL, Excel, PowerPoint); experience with analytics tools is a plus
- Transformation experience, including industry benchmark and best practice implementation
- High level of ownership, initiative, and motivation; agile and results-oriented working style.
- Fluency in professional English; cultural awareness and respect in cross-functional collaboration
- Bachelor’s or Master’s degree in Business, Economics, IT, Statistics, Data Analytics, or a related field
- 10+ years of experience in marketing, CRM, Customer Intelligence, or data-driven analytics, with at least 3 years in a people management role (managing teams of 3+)
- Proven experience in leading, mentoring, or coordinating analytical teams
- Experience in managing GCC operations, transitions, or leading global teams is preferred
- Experience in retail/wholesale or consumer goods/FMCG is a plus
- Experience in international or shared service environments is preferred
