CRM & BI - Lead

METRO Global Solution Center IN; Pune District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading global solution provider in Pune is searching for a Sr. Group Manager to lead its CRM & BI team. The role involves developing high-performing teams, analyzing large data sets, and providing actionable insights to enhance customer engagement. The ideal candidate will have over 10 years of experience in marketing or customer intelligence, with a strong background in team leadership and data analytics. Fluency in English is required, and the position offers full-time employment with opportunities for professional growth.

Qualifications

• 10+ years in marketing, CRM, or data-driven analytics.
• 3+ years in a people management role.
• Experience leading analytical teams in a global setting.

Responsibilities

• Lead and develop a team of CRM/Business Intelligence Experts.
• Oversee analysis of customer segmentation data for performance.
• Manage analytics cadence and publish dashboards.

Skills

Leadership and team development skills

Analytical and problem-solving abilities

Communication and stakeholder management skills

Project management in global environments

Experience with CRM and BI tools

Education

Bachelor’s or Master’s degree in Business, Economics, IT, Statistics, Data Analytics

Tools

SQL

Excel

PowerPoint

Job description

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31.6 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD).

HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Website: https://www.metro-gsc.in

Company Size: 1000-1100

Headquarters: Pune, Maharashtra, India

Type: Privately Held

Inception: 2011

Job Description

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 support to 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 develop new services.
• 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.

Qualifications

• 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.

Seniority Level

Mid‑Senior Level

Employment Type

Full‑time

Job Function

Marketing and Product Management

Industries

Software Development and IT Services and IT Consulting

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