Manager, CRM Optimization & Innovation
Description & Requirements
COMPANY PROFILE
Bain & Company is one of the top management consulting firms in the world that helps the world’s most ambitious changemakers define the future.
Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperforming the competition, and redefining industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes.
The firm established several functions in the Indian market early 2000s and its remit across functions has expanded over time. Since 2019, these functions have become part of Global Business Services (GBS). Global Business Services (GBS) is a network of five interconnected business functions hubs across India, Poland, Malaysia, Mexico and Portugal, serving Bain globally to run our business, support other functions, and help drive innovation internally. We are over 1000 business professionals – serving functions in operations, HR, finance, legal, tech, marketing, research, and data analytics – who support our offices globally. Our mantra of “shared innovation, seamless execution,” underpinned by a passion for results, teamwork, and creativity, helps Bain stay at the top of our game operationally.
WHAT MAKES US A GREAT PLACE TO WORK
We are proud to be consistently recognized as one of the world’s best places to work. We are currently the top-ranked consulting firm on Glassdoor’s Best Places to Work list and have earned the #1 overall spot a record seven times.
Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.
Position Summary
The position is in the CRM Team based at Bain’s GBS office in Gurgaon, New Delhi, and is an integral part of the Global Commercial Operations department. CRM is a key tool for the firm’s frontline leaders in pursuing commercial objectives, including relationship cultivation, opportunity management, and account plan execution. The CRM Team enables this pursuit by enhancing the platform, processes, analytics, and user experience that support effective commercial decision-making.
Under the direction of the CRM Senior Manager, the Manager, CRM Optimization & Innovation owns core workstreams within the team, driving projects and initiatives across CRM optimization, innovation, analytics, and automation. The role collaborates with senior stakeholders around the globe and independently leads meetings to build alignment, communicate recommendations, and secure buy-in. The role is responsible for owning and executing end-to-end projects focused on process optimization, automation, advanced analytics, and CRM innovation. It requires effective collaboration with team members, internal departments, and product or process owners around the globe. With a focus on driving business outcomes, the Manager advises internal stakeholders on leveraging CRM capabilities and insights to support informed decision-making. Your role will also involve leading a team of data analysts and ensuring team members are equipped with the tools and skills they need to fulfill their core responsibilities within the team. You will work continuously with senior leadership to manage team capacity and project work, to deliver in a timely fashion. Attention to detail and analytical skills will be critical to success in this role. In addition to partnering with and learning from the key leaders in our business you will have access to the unrivalled support and professional development we offer to all members of the Bain team.
Essential Functions:
Own projects and initiatives related to advanced analytics
- Leads a team of data analysts, who are utilizing their advanced technical skills to support complex end user requests that require data to be visualized from multiple sources
- Work with fellow CRM team members to continuously review, optimize and automate current data integrity and enrichment processes using technical tools such as Python, Tableau, Alteryx, SQL, and AI solutions.
- Evaluate best in market tools and provide solutions which will lead to efficiencies (time savings) as well as automation (advancement) on team’s processes.
- Leads projects and initiatives requests relating to data quality often require quick turnaround time. Collaborate closely with the wider Global CRM team and communicate with the senior stakeholders during various phases of these projects or requests including cross-functional collaboration.
Invests comprehensively in continuous development of programs
- Evaluates current CRM design and propose functional improvements in the system to enhance overall user experience. Articulates clear recommendations on how to improve the interface/processes and thus quality of CRM output.
- Utilizes exceptional communication skills to develop programming and deliver insights. Drives necessary process changes and facilitates brainstorming with impacted stakeholders to get to resolve issues and build consensus. Use PowerPoint slides and other technical tools to deliver compelling presentations to senior leadership globally.
- Regularly analyzes processes for improvements and optimization. Identify opportunities for saving overall time and effort used in the process. Innovation & Continuous Learning: Use newer technology and insights from regular data monitoring to identify and resolve problems.
People Management
- Oversee day-to-day CRM analytics projects. Collaborates with other senior leaders within the New Delhi GBS office to manage oversight of the entire team.
- Works with senior leadership to ensure regular processes and project work do not exceed team capacity
- Daily task oversight and addressing queries as needs arise with a team of 1-3 direct reports. Provides daily direction as well as ongoing coaching and evaluation of team, including yearly performance reviews and professional development plans.
- Responsible for overseeing the quality of output of the team members. Identifies areas for operational improvement. Proactively resolve problems and escalate issues to the senior leadership, as necessary.
- Leads team in accordance with Bain’s operating principles encouraging optimum performance and an unwavering focus on results. Maintains transparent two-way communication.
- Plans required staffing levels to maintain required processes and procedures. Teams with HR and senior leadership to recruit, interview and hire employees.
- Demonstrated ability to understand company policies/practices and be able to explain this information and advice and influence an audience that is not knowledgeable in this area of the business
Qualification
Education
Required
- Bachelor’s degree in business administration - Computer Science, Data Science, Engineering, or a related field is required
Preferred
- Master’s degree in business administration - Computer Science, Data Science or a related field is highly preferred
Experience
Required
- Salesforce experience
- Project management experience is desired, and a formal certification will be an added advantage
- Overall 10+ years of solid prior experience in enterprise database/information systems
Preferred
- Overall 10+ years of solid prior experience in enterprise database/information systems from a professional services environment
Knowledge, Skills and Abilities
Required
- Experience with:
- Salesforce / CRM
- Advanced SQL
- Advanced Alteryx
- Python / ML
- AI / Custom GPT / Agentic AI
- Data Analysis
- Data Research
- Data Integrity
- Data Visualization
- Automation
- Project Management
- Team Leadership
- Able to work closely with teams in other parts of the world, which will require flexible hours.
- Excellent English communication skills, both verbal and written language. The candidate must communicate effectively at all levels of the organization and possess a natural intellectual curiosity about Bain’s business.
- Excellent customer management skills to work with internal global clients. We should work with flawless customer service, diligence, and collaboration across internal teams.
- A strong attention to detail and a high level of accuracy. Analyzes trends and monitors problem areas to identify areas for operational improvement.
- Reliable, consistent and mature and able to work independently with a positive attitude.
- Ability to calmly multitask, and learn quickly in a fast-paced environment
- Ability to deal with ambiguity and develop sustainable solutions to deliver practical results
- Should deepen understanding and knowledge of the consulting industry
- Consistent alignment with Bain’s Operating Principles
- Skilled with advanced Excel and PowerPoint
Preferred
- Experience with:
- ServiceNow
- Coaching
- Mentoring
- Training
- Advanced Tableau
- Helpdesk support (email, live user training)