CRM Manager
Posted on :
27-11-2024
Employer Active
1 Vacancy
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Job Description
Scope:
Our automobile client is seeking a dynamic and experienced CRM Manager to lead their customer relationship management efforts. This role is crucial in driving customer loyalty enhancing brand reputation and maximizing sales opportunities within the luxury automotive industry.
Key Responsibilities:
- To handle all customer complaints and ensure they are recorded by the appropriate manager on Customers complaints sheet.
- To collate all correspondence referring to customers complains.
- To work with all managers to resolve the customer complaints and complete the quality Management System.
- Monthly this should be reviewed with GM looking at the complaint analysis report.
- To manage the customer experience via reception staff and Meet and Greet working to the outlined expectations align with Customer First Principles.
- To work with service manager to provide customer experience in line with the Customer First Principles to be outlined in a Best Practice Guide.
- Manage the team to complete follow up calls on sales / service / body shop.
- GFK updates on a weekly basis and work with service manager to delivery service.
- Introduce and update the CLP service 6 scores on dealership boards.
- Monthly team meeting for CRM/Front of House and monthly 1:2:1 s that are documented.
- To report as required regarding complaints and CRM data.
- To maintain a rota for staff that works different times.
- Work with GN and team to develop Customer First Principles to deliver outstanding customer experience measured by Mystery shop and feedback in follow up calls.
- Document CFP and present to all new starters ensuring that they have signed and understood what is required.
Requirements
- BSC in Business Marketing or equivalent experience
- Minimum 5 years of experience in the automotive industry preferably in the luxury automotive industry.
- Proven track record of developing and implementing successful CRM strategies.
- Strong analytical skills and ability to interpret data to inform decisionmaking.
- Experience with CRM software (e.g. Salesforce HubSpot).
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Passion for the luxury automotive industry and a commitment to delivering exceptional customer experiences.
Proven track record of developing and implementing successful CRM strategies. Strong analytical skills and ability to interpret data to inform decision-making. Experience with CRM software (e.g., Salesforce, HubSpot). Excellent communication and interpersonal skills. Strong leadership and team management abilities. Passion for the luxury automotive industry and a commitment to delivering exceptional customer experiences.
Education
BSC in Business, Marketing or equivalent experience Minimum 5 years of experience in automotive industry, preferably in the luxury automotive industry.
Employment Type
Full Time
Key Skills
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