CRM Lead Pakistan

Bureau Veritas


Date: 8 hours ago
City: Lahore
Contract type: Full time
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

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