Manager Customer Relationship Management

Tasks

• Develop, lead, motivate and empower the Customer Relationship Management Team within the Marketing team
• Plan, develop and manage an inhouse Customer Interaction Centre to strengthen luxury positioning and create customer excitement across virtual touchpoints
• Plan and execute initiatives that foster customer excitement, satisfaction, and brand loyalty though customer delight across all digital and physical touchpoints to create a seamless channel integration and a consistently unique brand experience for customers, prospects, and fans
• Support the Sales Funnel Management process by pre-qualifying new leads generated online in close collaboration with Sales staff and maintain the CRM system with lead, customer, and vehicle data
• Ensure that all customer information and data are fed into the CRM system, enrich it with market research data (e.g. customer satisfaction survey, market studies) and provide data driven customer insights and recommendations to relevant stakeholders across the organisation
• Coordinate and manage incoming and outgoing enquiries and feedback from customers and leads; partner closely with the Sales, Aftersales and Importer team to ensure a seamless customer experience up to brand standards
• Conduct data analysis to identify gaps in the customer journey and opportunities for innovation and customer excitement, and create programmes by applying the insights gained into actionable and measurable steps
  
  

Requirements

• Degree in Business, Marketing or Communications, or related fields
• 5 years of relevant experience, preferably in the Automotive / Luxury sector
• Proficient in MS Office and CRM Systems (e.g. SAP, Salesforce)
• A team player with excellent communication, innovation, and analytical skills
• Self-driven and possess a learning attitude