Job Responsibilities

• Develop and implement customer relationship management (CRM) strategies and programs to enhance customer satisfaction, loyalty, and retention.
• Collaborate with cross-functional teams, including Sales, Marketing, and Customer Service, to define customer journeys, touchpoints, and key performance indicators (KPIs).
• Utilize customer data and analytics to segment customers, identify target audiences, and personalize marketing and sales initiatives.
• Implement and manage CRM systems and technologies, ensuring accurate data collection, storage, and integration across platforms.
• Oversee the creation and maintenance of customer databases, ensuring data accuracy, privacy, and compliance with data protection regulations.
• Develop and implement customer engagement programs, including loyalty programs, referral programs, and customer satisfaction surveys.
• Coordinate with the Marketing department to develop personalized marketing campaigns, content, and offers based on customer segmentation and preferences.
• Collaborate with the Sales department to develop sales strategies, processes, and tools that optimize customer engagement and conversion rates.
• Monitor and analyze customer behaviors, preferences, and trends to identify opportunities for improved customer experiences and sales growth.
• Develop and implement customer retention strategies, including targeted communication, post-purchase follow-ups, and proactive customer support.
• Coordinate with the After Sales department to ensure seamless service experiences and effective resolution of customer issues or concerns.
• Monitor and report on CRM performance metrics, including customer satisfaction, retention rates, cross-sell/up-sell opportunities, and customer lifetime value.
• Conduct regular analysis of CRM data to identify customer insights, trends, and areas for improvement.
• Collaborate with IT teams or external vendors to ensure the integrity, security, and functionality of CRM systems and related technologies.
• Train and educate employees on CRM best practices, tools, and processes, ensuring company-wide adoption and utilization of CRM systems.
• Stay updated with industry trends, emerging CRM technologies, and best practices, and make recommendations for continuous improvement.

Qualifications

• Problem solving
• Knowledge of CRM best practices and strategies
• Proficiency in MS Office Suite (Word, Excel, PowerPoint), CRM software, and sales management tools.

Skills

• Strong project management and organizational skills.
• Excellent communication and presentation skills.
• Experience with CRM software (e.g., Salesforce, Microsoft Dynamics), data analytics tools.
• Experience in customer segmentation and targeting.
• Knowledge of automotive sales and service processes.
• Familiarity with digital marketing and customer journey mapping.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint).
• Strong understanding of CRM principles and best practices.
• Excellent analytical and problem-solving skills.
• Ability to develop and implement CRM strategies aligned with business goals.

Experience

• Minimum 10 years relevant experience

Education

• Relevant College or University qualification to min Bachelor's level

Desired Candidate Profile

• Problem solving
• Knowledge of CRM best practices and strategies
• Proficiency in MS Office Suite (Word, Excel, PowerPoint), CRM software, and sales management tools.
• Strong project management and organizational skills.
• Excellent communication and presentation skills.
• Experience with CRM software (e.g., Salesforce, Microsoft Dynamics), data analytics tools.
• Experience in customer segmentation and targeting.
• Knowledge of automotive sales and service processes.
• Familiarity with digital marketing and customer journey mapping.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint).
• Strong understanding of CRM principles and best practices.
• Excellent analytical and problem-solving skills.
• Ability to develop and implement CRM strategies aligned with business goals.