Senior CRM Specialist

Lamborghini Abu Dhabi & Dubai; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automotive dealership is seeking a Senior CRM Specialist responsible for enhancing customer interactions and satisfaction through effective CRM management. This pivotal role involves overseeing the CRM system, managing customer data, and implementing targeted marketing strategies to drive sales. Ideal candidates will possess strong analytical skills and experience in customer engagement, ensuring compliance with data security regulations.

Qualifications

• Proficiency in CRM software and data management.
• Experience in customer engagement and data security best practices.
• Strong analytical skills for performance monitoring.

Responsibilities

• Manage and maintain CRM software to support sales and marketing.
• Analyze customer data to enhance satisfaction and drive sales.
• Ensure compliance with data protection regulations.

Skills

Customer Relationship Management

Data Analysis

Lead Management

Customer Engagement Strategies

Performance Analysis

Education

Bachelor's degree in Business or related field

Job description

The Senior CRM Specialist is responsible for overseeing the CRM system, managing customer data, and optimizing customer interactions to enhance customer satisfaction and drive sales. They play a crucial role in leveraging technology to improve customer relationships, track leads, and analyze customer behavior to inform marketing and sales strategies.

Duties and Responsibilities:

CRM System Management:

• Oversee the CRM software, ensuring it is up-to-date, properly configured, and utilized effectively by the sales and marketing teams.
• Customize the CRM system to meet the specific needs of the dealership, creating workflows, templates, and reports as required.
• Provide training and support to staff to ensure proper usage of the CRM tools and features.

Data Management:

• Manage and maintain customer databases, ensuring accuracy, completeness, and data security.
• Regularly update customer records, including contact information, purchase history, and preferences.
• Cleanse and segment data for targeted marketing campaigns and personalized communication.

Lead Management:

• Track and manage leads generated through various sources, such as website inquiries, walk-ins, and phone calls.
• Distribute leads to the appropriate sales consultants and monitor follow-up activities.
• Analyze lead conversion rates and implement strategies to improve lead-to-sale conversions.

Customer Engagement:

• Develop and implement customer engagement strategies, including email campaigns, newsletters, and follow-up communications.
• Monitor customer interactions and responses to tailor future communications and offers.
• Implement customer feedback mechanisms and surveys to gauge satisfaction levels and gather insights.

Performance Analysis:

• Utilize CRM analytics to assess customer behavior, preferences, and buying patterns.
• Generate reports and dashboards to analyze sales performance, customer interactions, and marketing campaign effectiveness.
• Provide actionable insights and recommendations to improve sales and customer engagement strategies.

Integration and Collaboration:

• Collaborate with sales, marketing, and other departments to ensure seamless integration of CRM data into various business processes.
• Integrate CRM with other tools and systems used by the dealership, such as Dealer Management System, etc.

Training and Support:

• Conduct training sessions for staff on CRM usage, best practices, and data management protocols.
• Provide ongoing support and troubleshoot issues related to CRM usage.

Compliance and Data Security:

• Ensure compliance with data protection regulations and dealership policies related to customer data.
• Implement measures to safeguard customer information and prevent data breaches.

Customer Complaints Resolution:

• Act as a liaison between the dealership and customers to address and resolve customer complaints effectively and in a timely manner.
• Monitor complaint trends to identify recurring issues and recommend improvements to processes and customer interaction strategies.

Customer Survey Management:

• Design, implement, and manage customer satisfaction surveys to collect feedback on services and experiences.
• Analyze survey data to identify areas of improvement and contribute to the development of customer-centric initiatives.

Events Management

• Assist other departments in coordinating the invitation process, utilizing the dedicated system / application to monitor RSVP responses and attendee counts
• Ensure accurate attendee data is recorded for each event, reflecting it in the company and manufacturer systems and preparing post-event reports
• Monitor and support assignment of leads or required follow-ups post-event

Factory CRM

• Create & maintain data in Lamborghini Key, related to customer accounts, marketing campaigns, opportunities / leads
• Review & analyze Customer Satisfaction Surveys (CSS) conducted by factory for both sales and aftersales customers
• Manage customer complaint “cases” sent by factory
• Liaise with factory for any other CRM related matter, in line with company direction