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Monday, March 21, 2011

New Sr. CRM Consultant Opening in DELL

Dell is looking aggressively to fill this role. Please let me know if this interests you. You can contact me at +91.9945.254.742 or arhebbar (at) gmail or @rhebbar on Twitter.


Senior Consultant, Customer Relationship Management
India (Medium Business)

With focus on the Medium Business segment, this person will act as a CRM/Database Marketing subject matter expert to drive the evolution of targeted marketing within the India team to improve revenue & margin growth.

This person will work within the Dell APJ CRM team and work closely with the local country sales & marketing teams, particularly the India team, to ensure that the medium business segmentation & analytics, customer contact strategy & marketing programs, database coverage & quality are best in class.

The candidate will act as champion on CRM strategy/database marketing execution & measurement.  It is critical that the person has a strong background in database marketing strategy, program planning, test design, forecasting, program execution, measurement and analysis, and can clearly link program performance to show P&L improvements.

The position requires competencies including command skills, problem solving, organization agility, customer focus, outstanding verbal and oral presentation skills, ability to work within team and strong process orientation.  Proven functional / technical ability and project management skills required.  A good understanding of the India business dynamics would be preferred.

Key Responsibilities
  • CRM leadership / database marketing for India owning the relationship with the Country Sales GM, Marketing Director, Sales Operations and marketing team to ensure cross-functional alignment.
  • Develop multi-channel contact strategies for the India Medium Business segment that optimize marcom spend and maximize customer migration and share of wallet growth.
  • Ensure all contact strategies are effectively integrated across sales (SFDC, lead nurturing and management), online (email, global subscription center, white papers, case studies, product offers), direct mail and lead programs.
  • Engage local marketing, brand and sales teams to ensure successful execution of initiatives with internal marketing teams, agency providers & database vendors to improve response rates & ROI through the lifecycle of database marketing/CRM campaigns.
  • Manage quarterly database marketing planning process for CRM programs to build plan for database quality enhancement, segmentation & targeting, contact strategy & programs, test & measures with local stakeholders.
  • Manage Medium Business database marketing measurement methodology & reporting in partnership via external partner providers to show the positive impact of CRM programs on the business performance.
  • Manage the Medium Business data quality to ensure good market coverage & completeness of key fields required for effective targeted programs.  
  • Leverage regional / global best practices and adapt for in-country roll-out.
  • To ensure that all work conforms to the agreed business processes and that compliance and best practice are met at all times.
  • To act as cross APJ functional mentor for marketing teams on database marketing/CRM best practices.

Key Relationships
  • Global and APJ CRM team members
  • Strategy & Planning: Local Sales GM, Marketing Director, Sales/Marketing teams, APJ CRM team
  • Program development:  Global creative team & local marketing team
  • Improved targeting: APJ customer selections team, CRM program managers.
  • Better data quality: Global & APJ database quality teams, D&B and other local vendors
  • Program measurement: Global/regional analytics team, APJ reporting team (outsource)
  • Functional mentor to CRM team & local Marketing Managers for performance measurement
About Dell Inc.:
Want to work in an environment where each day is focused on delivering solutions that make a real difference in people’s lives?  Where teams are constantly curious and different perspectives and experiences are valued?  At Dell, we believe technology is essential for human success and that it should be accessible to everyone.  We are constantly evolving to better serve our customers, seize new opportunities and drive growth.  Together we can change the world.  Come join us.
Dell offers a competitive salary and bonus plan as well as a great benefit package.  For more information, visit us on the web at www.dell.com.

  • 10+ years of experience in CRM / Direct Marketing/ Database Marketing with a track record of delivering measurable results. Exposure to multiple DM media such as catalogue, direct mail, email is ideal.
  • In-depth experience in database marketing/CRM strategy, circulation planning, contact strategy, test design, program measurement and analysis, and CRM system deployment.
  • Excellent spoken and written skills, outstanding presentation skills. Exposure to present in a senior management environment.
  • Good understanding of CRM databases, targeting models and customer segmentation.
  • Strong project management skills to manage a wide range of programs and thrive in a fast-paced and demanding environment, proactively setting the business direction + managing daily deliverables.
  • Proven track record of working within a geographically dispersed, multi-functional team.
  • Good organizational agility, command skills and interpersonal skills to work effectively across functions and lines of business in a global virtual organization.
  • Other success attributes include being analytical, mature, results-oriented, meticulous and customer focused.
  • Proficient with MS Office: MS Excel, MS PowerPoint and MS Word. MS Visio is a plus.
  • Experience with Campaign Management tools such as SFDC preferred,
  • Good knowledge of Medium Business (100-499 employees) segment in India, the market dynamics & effective marketing strategies to IT decision makers.
  • IT industry experience preferred but not absolutely required.
  • Proven track record of choosing and managing 3rd party vendors for business critical deliveries.

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Tuesday, March 15, 2011

The Japanese Tragedy - A different insider perspective

While it is great to feel sorry for the Japanese, here's another perspective from the inside. While we Indians talk about the indomitable Mumbai spirit and how Mumbaikars were back the day after 26/11, this piece from a Japanese Small Business Entrepreneur really brings out the wonderful Japanese spirit as also the Japanese engineering marvels and process orientation that reduced what could have potentially wiped out a country and saved millions of lives.

All that being said, lets keep Japan, our Japanese friends and their families in our prayers over the next few weeks/months as they apply their superior talents towards rebuilding Japan.

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You can also follow me on twitter @rhebbar to get frequent updates on this and my blogs and talk to me on anything under the sun (including investing, entrepreneurship, MBA, cricket, travel).

Tuesday, March 08, 2011

Dell SMAC Unconference - Discussion on Indian Startups and Social Media

As part of the unique DELL Social Media and Communities Unconference (Follow #Dellstublr on Twitter for more photos and tweets from the Unconference) today, I anchored a session on how Indian Start-ups can leverage Social Media to make an impact and like the other discussions was quite enriching. A side topic that came up was how Dell can engage with Indian SMEs better. Below is the notes that I've taken. 
Primary Topic: Indian Startups: How can they leverage Social Media to make an impact?
1.       Demand Generation
a.       Build a gaming app around your application
b.      Start Contests or Quizzes around your area of expertise/product
c.       Launch Deals – Exclusive to Social Media
d.      Provide exclusive logins to gain exclusivity and word-of-mouth
e.      Limited referral links to each user (e.g. Gmail/Faceb)
f.        Referral Marketing
g.       Referral and Reward Schemes/Loyalty Programs
2.       Branding
a.       Be the brand that your relevant audience talks about
b.      Identify areas where you want to specialize.
c.       Answer questions on Linkedin and Quora on relevant topics
3.       Social CRM
a.       Connect to customers
b.      Integrate with offline channels
c.       Get feedback on products/service
4.       Idea-sourcing (Ideastorm/Feedback)
a.       Lot of companies doing this were cited
5.       Connect to the Ecosystem – Startups (especially SBs) need a lot of help on this.
a.       Lawyers
b.      Developers
c.       VCs to reach out to for funding
d.      Accountants
e.      Website designers
f.        SEO
6.       Operations / Supply-Chain: An example is a popular snack brand rewarding customers who report shortage of the snack in the neighbouring store with a free pack. There were several instances of people tweeting just to get a freebie. But the brand became a lot popular and sales/marging went up significantly year on year.
Other Points Discussed:
1.       Focus on the right channels with the relevant customer segments engaged there
2.       A good product is primary to winning in Social Media.
3.       SB vs.  MB obviously a factor to consider and will impact your strategy
4.       Good content (Zoozoos, Dominos and others listed) important for getting a content to go viral and good content is key for Start-ups
5.       Is ROI in Social Media low?
a.       Conflicting points of view on that.
b.      Summary that if you plan and execute this well, it can work for you and work cheaply for you.

Secondary Topic: How can Dell help Startups and also benefit from it?
1.       Ecosystem
a.       Grow its own (Using #Takeyourownpath as a starting point)
b.      Plug into existing ecosystems like Pluggd.in
c.       Build a Twitter Handle around this DellSMBHelp or SMBEcosystem something like that
2.       Financing
a.       Connect to Angel Investors/VCif not directly finance
b.      Legal Constraints listed as something that might prevent direct funding
3.       Purchase a Social Networking Company / Community site focused on startups?
4.       Things we are already doing in other regions
a.       Be the advisor for SMBs on relevant areas
b.      Become thought leaders on things to do/avoid in a start-up either personal or as a company too.
5.       Social Benefits
a.       Donate PCs to Villages and help start KPOs/BPOs
b.      Government incentivizes such initiatives and will be part of our CSR initiatives
6.       Business Plan Competitions and Mash-ups for Start-ups with a stall around listing our products

Those who participated (Thank you for contributing to the discussion) or even those who didn't with other ideas, please feel free to contribute or provide feedback on my twitter handle @rhebbar or in the comments section below. 

My blog has now become all about crowd/idea-sourcing now anyway. :-) My Other recent crowdsourcing posts:
Ideas for a car purchase
Ideas for my website name

To ensure you don't miss any of my blog posts, please click on subscribe to add my blog in your favorite RSS Feed Reader.

You can also follow me on twitter @rhebbar to get frequent updates on this and my blogs and talk to me on anything under the sun (including investing, entrepreneurship, MBA, cricket, travel).