Digital Champion

Proposed Role Name:

DMS Champion – Dealership Digital Transformation Lead

Job Description

Position Title: DMS Champion – Dealership Digital Transformation Lead Location: At individual dealership Reporting To: Dealer Principal / CEO/ GM Function: Sales & Service Digitization, CRM Operations, Telematics, Data Management Job Type: Full-time / On-site

Role Overview:

As part of the organization-wide digital transformation initiative, the DMS Champion will play a pivotal role in ensuring seamless implementation and effective usage of Zoho CRM DMS at the dealership. The role involves system training, operational support, issue resolution, data hygiene, dashboard reporting, and being the point of contact between the OEM and dealership on all CRM-related matters. This role replaces the legacy DMS Operator and ensures real-time, quality data input directly from functional personas like Sales Executives, Service Advisors, etc.

Key Responsibilities:

1.

System Enablement & Onboarding

o

Facilitate onboarding of all dealership staff onto Zoho CRM DMS (Sales, Service, Spares).

o

Provide basic to intermediate level training on system modules for each functional persona.

o

Conduct refresher training and onboarding for new hires.

2.

User Support & Adoption

o

Provide first-level support for CRM issues raised by dealership staff.

o

Act as liaison between dealership and OEM for system-related escalations.

o

Promote CRM usage culture and ensure every transaction is digitally recorded.

3.

Operational Oversight

o

Monitor daily usage logs to ensure data entry compliance.

o

Guide Sales Executives, Service Advisors, and other team members in accurate usage.

o

Assist in timely customer follow-ups and data update activities.

4.

Data Quality & Governance

o

Ensure accurate and real-time data entry by dealership staff.

o

Periodically audit CRM data for completeness and correctness.

o

Rectify inconsistencies and duplicates in coordination with team members.

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5.

Reporting & MIS

o

Generate periodic reports, dashboards and analytics for Sales, Service, Spares.

o

Share insights with Dealer Principal and functional heads.

o

Support OEM in collating and forwarding dealership performance reports.

o

Understand and analyse Telematics Dashboards and give insights of it.

6.

Dealer Principal / OEM Interaction

o

Provide regular updates to the Dealer Principal on CRM adoption and issues.

o

Coordinate with HO CRM DMS Team/ Regional Teams for upgrades, campaigns, and feature rollouts.

Qualifications & Experience:

Qualification

Preferred

Education

Graduate in Business, Commerce, IT, or Engineering

Experience:

•

2–5 years in dealership operations (sales, service, or IT support)

•

Prior experience with DMS or CRM software is preferred

•

Familiarity with commercial vehicle dealership workflow is a major plus

Skills & Competencies:

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Basic understanding of dealership sales/ service operations

•

Good Communication and training skills

•

Analytical mindset with attention to data accuracy

•

Tech-savvy, hands-on with CRM/mobile apps

•

Proactive problem-solving and escalation management

•

Good at Team coordination

•

Intermediate MS Excel & reporting skills

•

Fluency in local language + English or Hindi

Performance KPIs (suggested):

•

% CRM adoption across personas at dealership

•

CRM data accuracy score (as per OEM audit)

•

Training sessions conducted per month

•

TAT for user issue resolution

•

Timeliness and accuracy of MIS reporting